“We Push the Boundaries of Possibilities for our Communities
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Overview of the Position Responsibilities
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The Workforce Management Technician I position holds the responsibility for answering incoming calls from field technicians, tech supervisors, tech managers and customer care. The dispatcher is responsible for route verification, closing completed work orders, addressing missed appointments and escalations, quota requests, outages, dispatch of service out work orders, customer contact and updating billing system as necessary. If this sounds exciting, please read on.
Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.
What You Will Do:
Completing work orders. Entering data necessary to the completion of the work order (i.e. equipment inventory numbers, arrival/completion times).
Monitor technician work progress vs. scheduled appointment windows.
Rescheduling incomplete work orders. Verifying reschedule date via customer contact.
Ongoing customer contact to ensure notification and customer compliance.
Correctly identify and dispatch outages following established processes and procedures.
Clear outages after service have been restored. Alert personnel via established processes and procedures.
Monitor and dispatch as appropriate service out work order pools. Process includes screening work order pool to ensure that only valid service out work orders are dispatched. Troubleshoot with customers when necessary.
Track outages for reporting purposes.
Follow established processes and procedures for service outs, outages, missed appointments and customer complaints. Provide thorough follow up via ongoing customer contact.
Quota management as appropriate for each market.
Ongoing billing system note updates.
Addressing market specific email boxes submissions constantly to ensure customer satisfaction and attention.
Effectively communicate with field partners, customers and peers.
Meet or exceed company objectives as they relate to the dispatcher position.
Ability to work scheduled shifts as designated by management to meet business needs.
Meet minimum quality assurance review standards as described by management.
W
hat You Will Need:
High school diploma. Customer Service experience in a call center required, Dispatch experience desired.
Completing work orders. Entering data necessary to the completion of the work order (i.e. equipment inventory numbers, arrival/completion times).
Monitor technician work progress vs. scheduled appointment windows.
Rescheduling incomplete work orders. Verifying reschedule date via customer contact.
Ongoing customer contact to ensure notification and customer compliance.
Correctly identify and dispatch outages following established processes and procedures.
Clear outages after service have been restored. Alert personnel via established processes and procedures.
Monitor and dispatch as appropriate service out work order pools. Process includes screening work order pool to ensure that only valid service out work orders are dispatched. Troubleshoot with customers when necessary.
Track outages for reporting purposes.
Follow established processes and procedures for service outs, outages, missed appointments and customer complaints. Provide thorough follow up via ongoing customer contact.
Quota management as appropriate for each market.
Ongoing billing system note updates.
Addressing market specific email boxes submissions constantly to ensure customer satisfaction and attention.
Effectively communicate with field partners, customers and peers.
Meet or exceed company objectives as they relate to the dispatcher position.
Ability to work scheduled shifts as designated by management to meet business needs.
Meet minimum quality assurance review standards as described by management.
MS Office suite, internet software, email communication, ICOMS billing system.
Why Work at Bluepeak?
Competitive Compensation + Annual Bonus Eligibility
Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
Professional Development With an Emphasis on Internal Promotion
Employee Discounts on Bluepeak Services, Including Internet
Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!
About Us
We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.
Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.