Dispatch Agent

Position Summary:

Our Dispatch Agents are the leaders on the front line in the creation of an exceptional customer experience for external customers as well as internal customers. These team members are responsible for customer care through constant communication while allocating resources as needed, tracking key data information for company success and internal team member support throughout the company. Successful Dispatch Agents will have the desire to ensure our customers are connected to the world through technology. We value commitment to learning, professional growth, team members who can demonstrate they care, high level of integrity, team members who are innovative and adaptive, driven, and dedicated.

Essential Functions and Responsibilities:

SCOPE:

• Dispatch Agents can expect to spend a significant portion of their time at working from a computer, extreme multitasking and possibly working long hours.

• Maintain a full working schedule for the Field Technicians and Subcontractors.

• Data entry for key information for Field Team and company.

• Strive to push the Field team to achieve company and department goals.

• Respond to other departments regarding the Field Team schedule.

• Maintain Company promise of 24/48

• Extensive documentation which requires excellent written and verbal communication.

• Problem solving autonomously as well as with direction from others throughout the organization, including but not limited to General Manager, Field Operations Director, Regional Manager, Area Field Manager, Field Technician Team Lead, Dispatch Manager, Lead Dispatch Agent, Sales, Construction, Security, Network Operations, Tech Support and Billing.

COMPLEXITY:

• Ability to have excellent customer service for our external and internal customers either on the phone or in person.

• Able to be thorough and organized.

• Ability to Multitask.

• Ability to thrive in fast pace and ever-changing environment.

• Ability to thrive in a team environment.

• Ability to thoroughly document notes and data.

• Ability to communicate properly with Lead Dispatch Agent, Dispatch Manager, Field Operations Director, Lead Field Technicians and Field Technicians and all other Departments.

• Ability to listen to and follow directions, processes, and policies.

• Able to utilize a wide range of company tools and equipment.

IMPACT:

• Dispatch Agent will work alongside of the Dispatch Manager, Area Field Managers, Field Team Leads, and other Dispatch Agents to achieve company promise of 24/48.

• Dispatch Agents will work with the Field Team and Area Field Managers to achieve key KPI’s for the Field Team.

• Dispatch Agents will maintain the schedule and communicate with the customer and/or the field team to ensure an excellent customer experience.

• Dispatch Agents will work with the entire Field Team, Management and Other Departments to achieve all company goals.

Required Education/Experience:

• High School diploma

• Minimum 1 Year Customer Service

• Ability to sufficiently use computer operating systems, i.e., Microsoft office, internet browser, etc.

Required Skills:

• Ability to document clear and concise information.

• Clearly Driven

• Ability to Multi-task

• Ability to work in a fast-pace environment.

• Must be able to communicate well over the phone.

Preferred Qualifications:

• Preferred Bi-Lingual

• Preferred 1 year of dispatching experience.

• Preferred experience with phone etiquette

• Preferred experience in a call center

Special Position Requirements:

• Ability to work long hours.

• Ability to work nights.

• Ability to work some weekends.

• Ability to work some holidays.

• Willing to work some overtime if requested.

Competencies Required:

• Problem solving skills: Investigate appropriate resources and involve partners when appropriate. Future oriented. Assess what will help or hinder achieving organizational goals. Focus on what is important.

• Interpersonal skills: Deal with others in a considerate, respectful, and unbiased manner. Approach conflict proactively. Solicit and share feedback openly. Listen with empathy and maintain composure.

• Accuracy: Draw on facts collected from a broad knowledge of organizational goals and processes.

• Adaptability: Correct behaviors and communication style to meet the needs of a wide range of situations. Tackle obstacles appropriately. Comfortable with ambiguity.

• Reliability: Accountable to others; does what it takes to get the job done. Actions are consistent with words. Follow through on commitments. Exhibit exceptional integrity.

• Attitude: Display commitment to the organization and to personal growth. Is self-motivated and able to motivate and inspire others. Assert self appropriately to champion ideas. Tell the truth in a direct and constructive way.

• Initiative: Self-directs with a strong tendency for action. Lead the way to improve performance or processes. Display keen interest in our customers and our organization. Self-direct with a strong tendency for action. Lead the way to improve performance or processes. Display keen interest in our customers and self-directs with a strong tendency for action. Lead the way to improve performance or processes. Display keen interest in our customers and our organization.

Eligible Benefits:

• Health Insurance

• Free internet package

• Referral bonus opportunity

• Paid time off

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Dispatching: 1 year (Preferred)

Work Location: In person

Salary : $17 - $20