Responsible for maintaining and scheduling the daily communication link between the Dispatchers, customers and technical staff. Relay and record information to field personnel via radio, telephone or other form of communications. Monitors progress of scheduled video, telephone, and high-speed Internet installation and trouble service calls made by Suddenlink and contractor field service representatives (FSRs). Works in a systems communication center and must attend to multiple sources of communication that may arrive almost simultaneously. Checks customer order and existing service information and other remote troubleshooting to avoid unnecessary truck rolls.
Essential Functions of the position
Oversee and respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between Technical and Customer Service Departments.
Oversee training for newly hired and ongoing training for dispatchers; instruct and assist dispatchers as necessary.
Hire, train and evaluate dispatch personnel; oversee scheduling of workloads for dispatchers.
Perform periodic review of service pool for problems and communicate findings to appropriate person.
Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls.
Maintain schedules of service outages, complete work orders summary reports and other record keeping schedules.
Research, schedule and maintain SRO files.
Perform other duties as requested by manager.
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to perform basic customer service functions
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing software, etc.)
Knowledge of cable television products and services
Knowledge of dispatching functions through use of a telephone, pagers, and mobile radio
Vision ability: close vision, peripheral vision, and ability to adjust focus
Ability to pass background check and drug screen required.
High School Diploma or equivalent NCTI Customer Service Course or equivalent NCTI System Overview or equivalent NCTI Technology for non technical personnel or equivalent
Related Work Experience
Sr. level dispatch or customer service supervisory experience
Exposure to moderate noise levels
Cequel Communications, which operates through subsidiary Suddenlink, provides cable TV, high-speed Internet access, and phone...