What are the responsibilities and job description for the Dispatcher - Remote position at AFL?
ITC Service Group is a wholly owned subsidiary of AFL. Founded in 1999 and provides managed services and workforce solutions for the nationwide planning design, construction, installation and maintenance of voice, data, and video networks. AFL and ITC were built and are operated on similar core values and philosophies. We recognize that our employees are our greatest asset. With our commitment to professional growth and employee development, let AFL “Connect” you to your next career opportunity!
ITC Service Group (“ITC”), is seeking a Kansas City, KS. The Dispatcher is responsible for receiving and reviewing service calls and scheduling orders for installation of internet and video services. The dispatcher will schedule and dispatch field technicians to customers’ homes and is responsible for monitoring location of field technicians and determining approximate appointment schedule.
ESSENTIAL FUNCTIONS
- Responsible for creating and monitoring dispatch schedule of field technicians to ensure timely completion of installations.
- Coordinates and dispatches field technicians to customer’s homes in accordance with dispatch schedule, customer requests, specifications or needs.
- Maintains accurate and detailed logs, reports and other information on customer services calls and outages.
- Answers inbound calls and addresses internal/external customer needs and concerns in a professional and timely manner.
- Places outbound calls to customers to confirm appointments and reschedule if necessary.
- Achieves organization goals by creating a quality customer service experience by telephone.
- Uses dispatch systems including Google Docs, Chrome Browser, Oracle Field Services, and web-based applications.
- Responsible for following all directives from management that may be assigned.
- Provides on-site support as needed.
PHYSICAL DEMANDS
- Work involves phone and computer use, sitting, standing, listening, communicating instruction and scheduling
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- The employee must occasionally push, pull, lift and/or carry up to 20 pounds.
WORK ENVIRONMENT
- The employee will work remotely from their home office, with the option of occasional work being done from our location in KC. While performing the duties of this job, the employee may occasionally work in inclement weather conditions. The employee frequently works near moving mechanical parts and is frequently exposed to wet and/or humid conditions and vibration.
ATTENDANCE
- Employee is expected to be on the job and on time every scheduled workday. It is his/her responsibility to know when the workday starts and ends on each scheduled workday.
EDUCATION AND EXPERIENCE
- High School Diploma
- One to two years’ experience dispatching field personnel
- Prior Cable or Internet experience preferred (understanding of MSO topologies a plus)
- Experience with Google Docs, Chrome Browser, Oracle Field Services and web-based applications preferred
- One to two years’ customer service experience preferred
