Microcom is looking for a Dispatcher!

ABOUT MICROCOM

Microcom is a satellite communications company, based in Alaska. Our company sells and installs direct-to-consumer products including Viasat, Dish, DirecTV and Smart Home products from Google. We are also a distribution partner for OneWeb, a LEO satellite company which will provide broadband service throughout Alaska in the near future. Microcom places an emphasis on innovation focusing on providing customers with solutions that meet their communications needs. Microcom is guided by the values of curiosity, pride, and a winning attitude. If you think that you have the desire to learn and grow, you can make a successful career by joining the Microcom team.

Responsibilities

Dispatch handles monitoring of technician routing/schedules, updating jobs to completed or rescheduled, and assists customers and coworkers with schedule dates and information on existing, past or future jobs.

Job Duties:

• Answer phones
• Customers regarding scheduling
• Sales staff for scheduling new customers, updates on previously scheduled customers
• Admin staff for updates of past, present, and future customers
• Technicians for cancelling, closing and rescheduling customers
• Route Technicians/Schedule Customers
• Ensure all fulfillment work orders are routed to correct technician according to area, skills and time frame
• Place retail work in schedule manually according to correct skills, area and time frame, as well as customer preference
• Schedule incoming service calls from providers emails according to tech skills, area, time frame and prioritized customer preference
• Ensure inventory is available to service customers
• Update work orders
• Check all jobs for closed, cancelled or rescheduled
• Check all notes for accurate inventory and connectivity notes
• Ensure all retail work gets updated in all applications (Agemni, Pixsys, etc.)
• Upsell customers with additional products as needed
• Read and reply to emails, return voice mails
• Make travel requests for technicians to keep productivity and availability within standards
• Reports as assigned

Competencies

· Ability to prioritize issues as they arise while preforming daily tasks

· Manage time wisely to accomplish all tasks, help team if able

· Communicate effectively and professionally verbally and via written correspondence

· Stress Management/Composure

· Computer knowledge, MS Word, Excel, type at least 45 wpm

· Flexible schedule

· Reliability

· Problem solving skills

· Adaptability

Work Environment

Work station is in office with multiple associates. Multiple Line phone and computer monitors are used. Multiple people are in the same office as you and will be on the phone or having discussions around you while you are on the phone. You should be able to be peripherally aware of what is being said and done around you, while not getting distracted.

Physical Demands

Sitting at desk for majority of the day with the exception of breaks and any meetings or duties as assigned.

Position Type and Expected Hours

This is a full-time position, with occasional over time. Hours of operation are 7 days a week 7:45am to 6:30pm. If your tasks are not completed or if there is an issue that arises, you will be required to work after your expected shift end to complete. Communication will need to be made to your supervisor and/or manager should you expect to work late, at least an hour in advance so that alternate plans can be made.

Required Education and Experience

· High School Diploma or equivalent

· Minimum 2 years Admin or Customer Service

· Flexibility with schedule changes

· Ability to work in a fast-paced environment

Due to the nature of our business, duties are as assigned and may change without notice. Staff should be prepared to face constant training, changes and learning opportunities.

Job Type: Full-time

Pay: From $17.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Hilo, HI 96720: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dispatching: 1 year (Preferred)

Work Location: In person