Customer Support Technician - Dispatcher

The Customer Care Technician is responsible for the workload management of all trouble reports, service orders and work orders to ensure service commitments are met. This includes handling incoming customer calls, evaluation of customer needs, negotiating service commitments, troubleshooting utilizing test equipment, applicable programming, scheduling, dispatch of field personnel and updating all service orders or trouble reports in the record system. This position requires multi-tasking in a fast-paced environment with heavy inter-department and customer contact.

DAILY

· Receive trouble reports and enter them into the trouble reporting system

· Utilizes test equipment to test lines, electronics or peripheral equipment in trouble

· Prepares schedules, routes and dispatches received troubles, service orders and work orders to appropriate departments via radio, telephone, email, text or fax

· Maintains a daily service log on all OSP personnel and monitors the maintenance radio.

· Schedules appointment dates with Customer Service and/or the customer

· Programming of service order requests and verification of subscriber data in the Central Office Switch and peripheral equipment Input and modify data in the cognitronics referral number service

· Monitors service order status with Engineering, Outside Plant and Outside contractors

· Prepares, assigns and/or updates facility information in Plant Record System

· Notifies customer verbally, or by mail of service order completion

· Proactively notifies customers and/or appropriate department of the status of service orders or trouble reports to ensure 100% customer satisfaction

· Understands and accepts the necessity for reporting to work, on time, and is ready and able to perform the duties and responsibilities of the position on a daily basis

· Proactive involvement in the Company’s Safety Program, including compliance with all rules and regulations, and for continuously practicing safety while performing their duties

PERIODIC

· Assignment of all applicable service orders

· Notifies customers in case of unforeseen circumstances delaying the completion of their service order

· Prepares the monthly trouble report and other research as required.

· Overtime as needed to meet service commitments, special projects or training

· List of principal accountabilities is not exhaustive and may be supplemented as necessary

EDUCATIONAL REQUIREMENTS

· High school diploma or equivalent

· 2 year college or vocational degree in electricity, electronics, telephony or related field, desirable

TECHNICAL REQUIREMENTS

· Conceptual and practical understanding of network facilities repair and maintenance and ability to apply this knowledge to resolve all reported trouble.

· Conceptual understanding and practical application of general office skills

· Conceptual understanding of Outside Plant, Central Office, Engineering and Customer Services desirable

· Conceptual understanding of online service order, facility record, trouble reporting software desirable

· Computer literate with an emphasis on Microsoft Office

· Quintrex system skills desirable

· Accurate keyboard skills of 30 wpm

· Possesses and maintains a valid and unrestricted class “C” driver’s license, with driving records that provides insurability under the Company’s vehicle insurance carrier and within the guidelines of the Company

WORK EXPERIENCE

· 2 years as a Associate in the telephone industry, or similar position, where duties correspond with the essential and periodic functions of this position

· 2 years as a Communications Technician, Cable Splicer, or a similar position, where duties correspond with the essential and periodic functions of this position

· I year customer service, telephony environment desirable

ENVIRONMENTAL CONDITIONS

GENERAL OFFICE CONDITIONS

Exposure to an air-conditioned/heated office environment with exposure to low noise levels from office equipment and voices. No exposure to notable hazards or unusual atmospheric conditions

Job Type: Full-time

Pay: $16.00 - $31.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person