Job Description

The Dispatcher receives service call requests and dispatches, schedules and follows-up on work orders, with the goal of minimizing missed appointments and maximizing field technical teams’ productivity.

RESPONSIBILITIES:

• Respond to customer service requests by prioritizing and dispatching work orders for installation and/or trouble calls.
• Create dispatch schedule.
• Assign customer installation and trouble service appointments using computer system.
• Ensure daily routes meet drive time, on-time guarantee, productivity and skill-set goals.
• Monitor technicians work order status and adjust throughout the day.
• Maintain regular contact with technicians to provide support or adjust service levels based on customer calls.
• Places outbound calls to customers both pre-and post-service.
• Handle routine problems and/or less active regions and follows standard procedures to accomplish assigned tasks
• Produce various excel spreadsheets and reports.
• Appropriately escalate customer dissatisfaction with call center leadership team.
• Other duties as assigned by Supervisor.

MINIMUM 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.

• At least one-year Customer Service and/or Dispatch experience
• Superior customer service delivery skills
• Knowledge of cable and telecommunications products and services
• Focused, driven to achieve
• Data Entry Experience
• Prior customer service experience in cable, field or office environment
• High School Diploma
• Bilingual (English / Spanish) is a plus
• Ability to work a flexible schedule that includes, days, evenings, weekends and holidays

Hotwire 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.