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Form of workFTTH Dispatcher
As an FTTH, Fiber to the Home, Dispatcher, your role is crucial in coordinating and dispatching field service technicians to address customer requests, installations, repairs, and maintenance related to FTTH services. You will play a vital part in ensuring efficient operations, timely response to customer needs, and overall customer satisfaction.
About Ezee Fiber
Founded in 2021, Ezee Fiber is a rapidly growing Houston-based fiber telecommunications company that provides affordable and reliable multi-gig internet service to residential, business and government customers through its 100 percent fiber-optic network. Ezee Fiber is built upon a foundation of exceptional customer service, lightning-fast internet speeds, and straightforward, transparent pricing. The company operates a carrier-grade network throughout Texas, where its customers are supported by local teams that live and work in the communities they serve.
Responsibilities:
- Service Request Management: Receive and process service requests from customers through various channels, including phone calls, emails, and online ticketing systems. Gather necessary information from customers, such as contact details, service requirements, and location specifics.
- Assess the urgency and nature of the request and prioritize based on service level agreements (SLAs) and customer needs.
- Dispatch and Scheduling: Assign and dispatch field service technicians to customer locations based on their availability, proximity, skillset, and the nature of the service request. Optimize technician routes to ensure efficient utilization of resources and minimize travel time and costs.
- Coordinate with the technicians to schedule appointments, ensuring alignment with customer availability.
- Communication and Coordination: Maintain ongoing communication with customers, providing updates on technician arrival times, rescheduling if necessary, and addressing any customer concerns or inquiries. Liaise with other internal departments, such as customer support, technical teams, and supervisors, to ensure smooth workflow and effective problem resolution.
- Collaborate with external vendors or contractors, if required, to fulfill service requests or resolve technical issues.
- Documentation and Reporting: Maintain accurate records of customer interactions, service requests, dispatch activities, and technician assignments.
- Quality Assurance: Ensure adherence to company standards, policies, and procedures throughout the dispatch process. Conduct regular audits of completed work to verify compliance with quality and safety standards.
Experience/Qualifications:
- Familiar with customer record systems and practices in general
- Familiar with the Google suite of office tools
- 2+ years customer service experience
- Typing skills, 40+ words per minute
- High school diploma or equivalent
- Highly organized, detail oriented, and communicative with colleagues and leaders
- Ability to adapt to a fast moving and changing environment
- Ability to work independently
- Must enjoy working with the public, both on the telephone and in person
- Ability to troubleshoot and identify customers’ needs
- Ability to multitask, prioritize and manage time effectively
- Bilingual with English, and Spanish preferred
Pay & Benefits
- Competitive compensation package
- Health, Dental and Vision insurance
- 401k match
- Paid time off and other generous benefit programs
