Company Overview:
Conexon is a leader in providing rural fiber-optic networks and broadband solutions, dedicated to transforming internet access in underserved communities across the nation. We believe in the power of high-speed internet to catalyze growth, enhance education, and improve quality of life.
Job Summary:
Conexon is looking for an experienced dispatcher to audit Service Orders in real time. This pivotal role focuses on delivering exceptional customer support, identifying Service Orders in distress, and improving operational efficiencies. The ideal candidate will be adept at monitoring and managing KPIs, fostering a high-performance culture, and ensuring our internal and external partners meet the highest standards.
Requirements
Key Responsibilities:

• Review Service Orders and determine needs.
• Interact with External Contractors and Internal Technicians.
• Handle escalated customer issues, providing solutions that are both effective and efficient.
• Other duties as assigned.
• Have flexibility in your schedule for work purposes - ours is a 6a.m. to 10p.m. schedule, 7 days a week. Plenty of advance notice is given for scheduling purposes.
• Excellent customer service and problem-solving skills, active listening skills and a strong eye for details
• Strong communication skills and unflappable, professional demeanor
• Ability to multitask between systems and adapt to change
• Analytical thinker with technical aptitude with the ability to work independently and as part of a team
• Solid computer skills
• Self-motivated with exceptional work ethic
• Receive, coordinate, resolve, customer questions, concerns, requests
• Updating and documenting all client interactions
• Track and review reports as needed
• Review new customer paperwork, resolve any issues
• Programming of basic customer accounts
• Be exceptionally responsive to all customer requests.
• Anticipate and make recommendations for customer needs.
• Manage customer expectations.
• Understanding the needs of new customer and the resources available to you throughout the customer experience.
• Clearly and proactively managing communications between our staff and the customer
• Coordinating effective communication with sales, operations, and billing teams to ensure customer expectations are met
• Work with a creative team to bring ideas into the mix, offer suggestions, research, ability to share & constantly learn new processes and technology
• Provide EXCELLENT customer service with a positive attitude to every customer, on every occasion.

Qualifications:

• Preferred 2 years of experience in Dispatch operations.
• Understanding of call center technology and telecommunication systems.
• Expertise in analyzing Service Order status and leveraging data to drive decision-making.
• Ability to work independently and make decisions under pressure in a fast-paced, dynamic environment.
• Telecom industry experience
• Previous customer service/Dispatch/or technical support experience
• Experience with billing and pricing
• Experience using work force management systems
• Prior experience in porting and or provisioning telephone and broadband services

Company Benefits Include:

• Paid time off
• Full benefits (health, dental, and vision)
• Life insurance
• Long-term and short-term disability insurance
• Retirement benefits
• Work from home flexibility

This position spends the majority of time spent seated either on a computer or phone. We offer a highly competitive compensation and benefits package. Currently hiring for: full-time shifts from 6am to 10pm. Please send us your resume with a cover letter telling us why you'd be the perfect fit for this position. We look forward to hearing from you.
Why Work for Us?
At Conexon, you will be part of a company that is impacting lives by connecting rural communities to the digital world. We offer competitive salaries, comprehensive benefits, and opportunities for professional growth in a supportive and innovative work environment