Dispatcher I
Suddenlink - Lake Charles, LA

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Under minimal supervision, the Suddenlink Dispatcher I monitors scheduled installations and service calls. Attends to multiple sources of information in a communication center.

ILLUSTRATIVE ACCOUNTABILITIES
• Provides quality internal and external customer service surrounding Suddenlink’s values
• Prioritizes and dispatches customer service requests to available technicians; services as liaison between customer and technician
• Communicates with technicians by phone, pager or e-mail to monitor completion of scheduled jobs and identify available time slots, unfinished jobs, overbooking and inefficiencies
• Assigns or re-assigns jobs to technicians as required to meet customer commitments
• Contacts customers to verify scheduled appointments and reschedule missed appointments
• Performs post-appointment customer satisfaction calls
• Provisions equipment
• Provides customer assistance to resolve service problems and avoid unnecessary service calls
• Notifies technicians of system outages or problems and maintains schedules of service outages
• Reconciles completed work orders to the billing system
• Reconciles customer accounts to the billing system
• Completes work orders summary reports and other records
• Resolves or escalates dispatch challenges as appropriate
• Records, verifies, and/or corrects service order information on record via billing system
• Maximizes sales opportunities by identifying customer needs and offering products solutions
• Promotes current marketing campaigns
• In some locations, may perform all duties of Customer Care Representative I – Retail
• Greets and serves customers with the highest degree of courtesy and professionalism
• Determines customer needs in order to sell or upgrade services
• Demonstrates services and educates customers on products and equipment
• Explains bills and Suddenlink policies and procedures concerning prices, billing and service accurately
• Establishes customer accounts using the applicable billing system
• Enters pertinent information accurately to customer accounts including credits, payment and billing information
• Processes customer payments accurately and balances daily transactions according to established cash management procedures
• Accesses customer databases or other electronic files and/or paper reference material to locate customer records and research account history
• Maintains accurate inventory of customer-premise equipment
• Issues and receives, and maintains records of customer-premise equipment
• Troubleshoots service-related problems with customers; tests customer-premise equipment
• May contact customers regarding Suddenlink services
• Performs other duties as assigned
ESSENTIAL JOB FUNCTIONS
• Ability to read, write and communicate orally
• Near vision acuity required for extensive use of PC, calculator and reference materials
• Ability to perform repetitive motions of the wrist, hands and fingers to use a PC keyboard calculator, fax and other standard office machines
• Ability to sit and/or stand for extended periods of time
• Ability to lift up to 15 pounds
JOB QUALIFICATIONS
• High school diploma or equivalent
• Proficiency in using a Windows-based computer
• Keyboarding skills
• Ability to prioritize and organize effectively
• Ability to multi-task
• Ability to work independently and with others
• Bi-lingual proficiency preferred in some locations
WORK EXPERIENCE
• Customer service and/or sale experience preferred
WORKING CONDITIONS
• Ability to work in climate-controlled areas
• Exposure to typical office environment
Suddenlink is an Equal Opportunity Employer without regard to race, color, religion, national origin, ancestry, age, gender, pregnancy, physical or mental disability, veteran status, sexual orientation or other protected group status. Suddenlink is committed to a drug free environment.
Position Requirements

Suddenlink - 12 months ago - save job - - block
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About this company
45 reviews
Cequel Communications, which operates through subsidiary Suddenlink, provides cable TV, high-speed Internet access, and phone...