Dispatcher Job in Loveland 80537, Colorado US
Email inbox / send resumes to: CODispatcherPost@corp.skybeam.com
JAB Broadband/Digis/Skybeam is a fast growing Company, comprised of one of the nation’s largest fixed wireless broadband service providers. We provide wireless broadband internet and digital voice telephone service to residential and business customers in Colorado, Wyoming, Utah, Idaho, Illinois, Texas and Oklahoma. Utilizing the latest wireless technology, JAB’s network provides exceptional performance, security, and reliability – all at low everyday prices.
Listed below is the job description for our Dispatcher position. This position offers a competitive rate and benefits package which includes Paid Time Off and healthcare coverage.
The Colorado Call Center is operated M-F 7:00 am to 10:00 pm and Sat-Sun 9:00 am to 5:30 pm. Preferences are considered but schedules are subject to change based on business needs.
General Summary
The Dispatcher position is primarily responsible for managing, coordinating, routing and processing daily work order for installation and repair field technicians. This position also acts as a liaison between multiple departments for field related activities.
Essential Duties and Responsibilities
· Adhere to the Call Center Attendance Policy, Call Center Time Off Policy, Call Center Activities Policy and Call Center Agent Targets Policy. Understand that punctuality and consistent attendance is required in order to address the needs of our customers.
· Address customer scheduling questions, complaints and inquiries in an expeditious and professional manner
· Ensure that schedule dates are met and responses/documentation is thorough
· Notify technicians of any cancellations prior to the scheduled arrival time
· Track the field technician/team locations and progress throughout each day, always knowing where each technician is located
· Contact customers when technician is headed towards their location with an ETA (estimated time of arrival) within 30 minutes of arrival and/or notify customers of any schedule changes (e.g. technician running late)
· Plan and maintain efficient operations by evaluating and implementing dispatch processes; monitor policies and procedures; identify and resolve problems; complete audits; determine system improvements; implement changes; resolve escalated problems
· Provide daily reports detailing performance metrics and technical activity to Customer Care Manager
Other Duties and Responsibilities
· Interact with internal and external personnel or subscribers regarding escalated scheduling issues, conduct research and follow-up of scheduling related issues. Work with supervisor to conduct post-mortem investigation and troubleshooting to alleviate further problems
· Act as a liaison for other departments with the field; explain and uphold decisions and/or procedures which affect the subscribers
· Assist supervisor with special projects assigned to the department
· Additional responsibilities and duties as assigned
Supervisory Responsibilities
· No direct reports
Knowledge and Skills Required
· Knowledge of geographic areas served by operation
· Minimum 6 months of dispatcher or customer service experience
· Proficient data entry and computer processing skills; proficiency with Microsoft Office Suite
· Strong customer orientation, with effective written, oral and interpersonal communication skills
· Ability to work professionally with others
· Ability to organize and prioritize workflow and to meet established timeframes
· Ability to work under pressure in a fast paced and changing environment
· Ability to maintain confidentiality
· Must comply with Company and OSHA established safety policies and requirements
Physical Demands and Working Environment
· Physical demands: The position requires the incumbent to talk, hear and remain in the sitting position for prolonged hours while talking to customers on a headset. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
· Work environment: Working conditions may include being in an open (shared) cubicle/workspace area.
Disclaimer
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position; however, the employee will be expected to perform all duties assigned.
It is the policy of the Company to provide equal opportunity for employment to any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, genetic information, national origin, or any other legally protected characteristic. Equal opportunity for employment shall also be extended to those qualified individuals with handicaps who apply for or are employed by JAB/Skybeam/Digis.
All employees must be authorized to work in the United States. JAB/Skybeam/Digis is a drug-free work environment. Employment with the Company is contingent on successful completion of a background investigation. Certain positions also require drug testing to be administered and passed.
JAB Broadband is an at-will Company. Employees have the right to end their work relationship with the Company for any reason, with or without advance notice, and the Company has the same right.