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Dispatcher

Date posted 04/03/2017 Requisition Number: 192549BR Location: United States - New York - Brooklyn Area of Interest: Engineering/Technical Operations Position Type: Full Time
Charter Communications currently seeks Dispatchers based out of Greenpoint, Brooklyn location.

The Dispatcher position supports both field and office personnel in a 24/7, 365 operations center environment. The primary focus of the Dispatcher role is to ensure field technicians are productive and on-time to all customer appointments. Responsible for dynamic job assignment, technician tracking, and job rescheduling functions using technical workforce management tools. Also responsible for relaying and recording information to field personnel via radio, telephone, messaging or other form of communications. Must be able to multi-task and work under moderate supervision and guidance.

MAJOR DUTIES AND RESPONSIBILITIES

  • Proactive monitoring of technicians’ work routes to identify/address possible late appointments as well as assisting technicians with the troubleshooting of technical/billing
  • Cancels, reschedules, and reassigns work assignments for field technicians
  • Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians
  • Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.
  • Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls. Escalate any issues outside of your technical scope
  • Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls
  • Close work orders using proper solution and clear codes. Ensure billing is complete and accurate
  • Interpret data from workforce management systems to identify current and potential field problems
  • Assist in training other employees as needed
  • Works on projects pertaining to workload for both future and past pending
  • Perform other duties as requested by supervisor
  • Must have ability to park a commercial vehicle off street at their home residence.
To qualify, you must have:
  • Must have a High School Diploma, GED, or equivalent industry knowledge expected
  • Must possess and maintain a valid Driver’s License and safe driving record and park commercial vehicle at residence, off street if needed.
  • Must have strong verbal, written, and interpersonal communication skills.
  • High level of computer literacy required. Ability to use personal computer and software applications (i.e. word processing, spreadsheet, billing systems)
  • Ability to multi-task, prioritize, and organize effectively with a keen sense to detail
  • Ability to work in a fast paced, high pressure, environment
  • Ability to work seated for prolonged periods of time
  • Ability to lift and carry up to 100 pounds


    WORKING CONDITIONS
    Office environment
    Exposure to moderate noise levels

More on Spectrum: Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws. Charter Communications is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.

Spectrum is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.

FCC Unit: 00463 - Brooklyn Paidge Ave Business Unit: Field Operations Apply Later

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