Dispatch Support Specialist- Route

WOW! is currently hiring a Dispatch Support Specialist- Route!

For work from home positions, employees can sit in one of the following states:  AL, AZ, CO, FL, GA, IL, IN, MI, OH, SC, TN and TX.  Please only apply if you can live and work full-time in one of the states listed above; your application will not be considered or reviewed if you live outside of these states. State locations and specifics are subject to change as our hiring requirements shift.

The Route Dispatch Support Specialist is responsible for managing the routes for WOW! technicians and contract partners for their assigned regions.   

Let us tell you about the perks!

• Be part of a company whose core values include respect, integrity, spirit of service, and accountability!

• Competitive hourly pay

• We are currently offering a $3,000 restricted stock grant!

• Medical, dental, and vision insurance, and 401k with a company match

• Paid time off, paid holidays, and tuition reimbursement.

• Significant discounts on broadband packages for employees residing in our service areas.

What You'll be doing:

Include but are not limited to the following:

• Coordinates of same day routing for residential and business technicians

• Performs same day force in requests from customer care and sales team members

• Coordinates unassigned work due to MOBI fall-out and technician callouts

• Coordinates all “At-Risk” appointments contacting customers and technicians to preserve the customer experience  

• Route all Preventative Maintenance referrals

• Proactively communicate with WOW! field leadership and contract partner leadership

• Conduct morning and evening route balancing to preserve on-time efficiencies

• Answer inbound calls for same day appointment request and technician route assistance

• Provide CHAT message support for residential and business installation and service

• Provide backup support for Residential Dispatch Specialist or other Dispatch functions

• Provide backup support for Future Day Calls as needed

• Other duties as assigned

What YOU need is:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Required Education and Experience

• Must possess a high school diploma or equivalent

• Minimum 8-12 months experience as a Residential Dispatch Specialist or other relevant call center experience

• Prior Dispatch experience, strongly preferred

• Experience with ICOM's preferred

Skills and Abilities to be Successful in this Role

• Proficient in all Microsoft operating systems, Internet Software and email

• Must be capable of becoming proficient in the use of applicable billing systems and internal knowledge tools (training provided)

• Reliability and dependability are critical to support our customers

• Must possess a positive, can-do attitude that is focused on providing an excellent customer experience

• Excellent communication skills including active listening skills, the ability to communicate effectively over the telephone and ability to communicate technical information to a non-technical audience

• Ability to read and interpret documents such as product information, training materials, and company policies

• Ability to multi-task and function effectively and consistently in a fast-paced environment

• Must be able to establish an appropriate work environment within their home for work purposes. The work area should be free from noise and distraction. Must be able to work free from outside distractions, and the customers must be afforded superior service experience, free from background noise or interruptions.

Physical Demands/Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear

• Required to use hands to type

• Required to sit for up to 8 hours daily

• Required to work a designated shift 

• Required to use close vision and be able to focus 

Wondering if you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran