Service Delivery Coordinator - Dispatch

Description

Takes all necessary steps to track work orders, trouble tickets and technicians in the field utilizing a customized database in order to meet company and customer goals. To ensure that customer, supervisor, and technician questions are answered in a timely and professional manner. 

What you will do:

• Closes out 100% work orders daily 
• Prioritizes a balance between service orders and trouble tickets 
• Follows all dispatch procedures and reports any shortfalls and any recommendations for improvement to the Dispatch Supervisor 
• Contact’s customer to schedule and coordinate installs 
• Notifies technicians of any cancellations prior to the scheduled arrival time 
• Answers phone calls promptly and professionally 
• Demonstrates a clear and consistent understanding of our computerized work unit system 
• Performs general offices duties and other assigned projects 
• Pulls in service orders/trouble tickets to fill the day as needed 
• Sends out daily install report 
• Ability to multitask effectively in a fast-paced environment 
• Monitor tech GPS throughout the day
• Maintains the accuracy of work units and trouble tickets through maintenance calendar
• Handles customer questions, complaints and inquiries in an expeditious and professional manner and documents appropriately 
• Inputs and maintains an accurate computerized customer work order and trouble ticket database 
• Provides support to field techs as needed to include basic provisioning of services
• Ability to understand work order flows and processes

Requirements

 What you will need:

• High school graduate 
• Minimum of 3 years’ related experience (preferably in telecommunications and wireless industry) 
• Basic computer and office skills, including Microsoft Outlook, Excel, Teams and Word 
• Able to handle multiple tasks 
• Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both orally and in writing 
• Must have excellent customer service skills 
• Able to work Monday through Sunday, schedule will vary depending on rotation 

Additional Qualifications:

Must meet the Home Office Requirements below to qualify for remote / work-from-home positions:

• Have a quiet, distraction-free work area in a location that provides privacy from other people, activities, and noise
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors
• Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]

What We Offer:

BENEFITS:

• Health & Wellness: Gain peace of mind with comprehensive medical, dental, and vision insurance coverage from day one. Plus, take advantage of company contributions to HSA/HRA accounts and an FSA plan to cover your healthcare expenses.
• Work-Life Balance: Recharge and rejuvenate with up to 20 days of paid time off in your first year, ensuring you have the flexibility to enjoy life outside of work.
• Financial Security: Plan for your future with our generous 401(k) matching program, featuring immediate vesting. Additionally, safeguard yourself and your loved ones with company-paid life insurance and voluntary options for dependents, along with company-paid short-term and long-term disability plans.

ADDITIONAL PERKS:

• Tech Advantage: As a part of our team, you'll also enjoy free Clearwave Fiber services if you reside within our service footprint, keeping you connected and productive.
• Support & Assistance: Access our Employee Assistance Plan and 24/7 Health Advocate services at no cost to you, ensuring you have the support you need, whenever you need it.
• Referral Rewards: Benefit from our Employee Referral Program and earn rewards for bringing top talent to our team.
• Career Development: Invest in your professional growth with ongoing career development opportunities and recognition programs designed to celebrate your achievements.
• Additional Coverage: Explore optional coverage with our voluntary accident, critical illness, hospital indemnity, and legal plans, providing added peace of mind for life's unexpected challenges.

Our Core Values

Purpose - We are about more than ourselves.

Ownership - We are owners.

Courage - We embrace challenge.