Dispatch Support Specialist in Augusta, GA at WOW!

Date Posted: 2/5/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Augusta, GA
  • Experience:
    Not Specified
  • Date Posted:
    2/5/2020
  • Job ID:
    REQ-2020-229

Job Description

Summary:

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

Duties and Responsibilities:

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 for multiple billers
  • Troubleshoot and/or make account corrections, modifications, and/or product additions
  • Assist with CPE equipment, WOW! product provisioning and provisioning escalations
  • Answer inbound calls with requests from Customer Care and the residential sales teams for customer appointment ETA’s, safety escalations, same day appointment requests, future day move-up requests and complaints regarding premise damage, incomplete installation
  • Complete work orders and enter necessary data (i.e. equipment inventory numbers, arrival/completion times)
  • Provide Technician troubleshooting for Ultra and Legacy equipment provisioning issues
  • Provide inbound support to customer care agents for customer scheduling complaints
  • 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

Qualifications:

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 6 months experience in 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 all Microsoft operating systems, Internet Software and email
  • Computer skills: G-Suite, MS Office suite, internet software, email
  • Must be capable of becoming proficient in the use of applicable billing systems and internal knowledge tools (training provided)
  • Experience with ICOM's or USHA billings systems a plus

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer