Dispatch Coordinator

Position Description:

Lyte Fiber, LLC (“Lyte”) is looking for an organized and customer-oriented Dispatch Coordinator to join our Operations team. The Dispatch Coordinator will play a critical role in coordinating and scheduling field technicians for service installations, repairs, and maintenance calls, ensuring that customers receive timely and efficient service. The Dispatch Coordinator will also be responsible for communicating with customers regarding service appointments and troubleshooting Tier 1 account and provisioning issues that arise during installation or repair calls.

In this role, Dispatch Coordinators will manage schedules, monitor field operations, and communicate with both customers and technicians. The ideal candidate will have excellent communication skills, the ability to multi-task in a fast-paced environment, and a customer-first attitude.

Duties and Responsibilities:

·       Coordinate daily schedules and routes for field technicians, ensuring timely and efficient service delivery.

·       Communicate with customers regarding scheduling appointments, technician arrival times, and any adjustments to appointments.

·       Perform Tier 1 troubleshooting of account and provisioning issues during service calls or installations.

·       Monitor field technician activity and progress to ensure scheduled appointments are met.

·       Adjust technician routes and schedules as needed to accommodate urgent service calls or changes in availability.

·       Use OSS/BSS systems to maintain accurate records of dispatch activities, technician assignments, and service outcomes.

·       Collaborate with the Dispatch Supervisor to ensure the overall efficiency of field operations and service appointments.

·       Act as a primary point of contact for field technicians, answering questions and addressing issues as they arise.

·       Assist with maintaining accurate service documentation, including completed jobs, service issues, and follow-up requirements.

·       Monitor and escalate any potential delays or issues that could affect service delivery or customer satisfaction.

·       Provide exceptional customer service, ensuring clear communication and timely updates to customers regarding their service appointments.

·       Work collaboratively with other departments to ensure that customer issues are resolved in a timely manner.

Minimum Qualifications:

• High school diploma or GED equivalent.
• At least 2 years of experience in a dispatch or scheduling role, preferably within the telecommunications or utility industry.
• Experience with OSS/BSS scheduling systems
• Excellent organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Strong communication skills, both written and verbal.
• Proficiency in working with scheduling software and tools.

Preferred Qualifications:

• Experience in fiber optic service scheduling and coordination.
• Familiarity with fiber-to-the-home (FTTH) installations and repair processes.
• Bilingual communication skills are a plus.

Physical Demands and Work Environment:

• Prolonged periods of sitting and working at a computer.
• Ability to communicate with field staff and office teams effectively.
• Occasionally required to travel locally to meet with field technicians and observe operational processes.

About Lyte Fiber:

Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte pledges a 1% giveback to local charities and causes annually.

Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.