Dispatch Support Specialist- Inbound

The Dispatch Support Specialist-Inbound is responsible for answering incoming calls from technical operations and customer care regarding commercial and residential customer accounts. 

Let us tell you about the perks!

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

• Salary: This position pays $15.50/hr.

• We are currently offering a 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:

Essential duties and responsibilities include but are not limited to those listed below:

• Answer inbound calls and text messages providing support for technical operations for installation and service activities related to commercial and residential accounts

• Troubleshoot and/or make account corrections, modifications, and/or product additions

• Assist with CPE equipment, WOW! product provisioning and provisioning escalations for residential and commercial accounts 

• Answer inbound calls with requests from Customer Care and the business account executive teams for customer appointment ETA’s, safety escalations, same day appointment requests, future day move-up requests and complaints regarding premise damage, & incomplete installation escalations

• Complete work orders and enter necessary data (i.e. equipment inventory numbers, arrival/completion times)

• Provide Technician troubleshooting for Voice product, HSD & WHWF products , WOW!TV+, Ultra and Legacy Video product equipment provisioning issues for residential and commercial accounts

• Provide inbound support to customer care agents for customer scheduling complaints 

• Monitor technician work progress against scheduled appointment windows

• Reschedule work orders per Technician requests

• Maintain ongoing customer contact to keep appointments on track

• Follow established processes and procedures for service outs, outages, missed appointments and customer complaints; provide thorough follow-up via ongoing customer contact

• Update billing system notes on an ongoing basis

• Address market-specific email submissions constantly to ensure customer satisfaction

• 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.

Education:

• Must possess a high school diploma or equivalent

Experience/Skills Needed:

• Minimum 12 months customer service experience in a call center environment

• Prior Dispatch experience, strongly preferred

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

• Reliability and dependability are critical to support our customers

• 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 add, subtract, multiply and divide figures and amount using whole numbers, common fractions and decimals

• 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

Computer Skills:

• Proficient in MS365, Internet Software and email

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

• Experience with ICOM's billings systems a plus

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, handle objects and paperwork 

• required to reach and hold on to items at chest level or reach above the shoulder 

• required to use close vision and be able to focus  

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