Dispatcher I
Suddenlink - Montgomery, TX

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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 the Company values
*Prioritizes and dispatches customer service requests to available technicians; serves 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 Service 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 Company 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 Company services
*Performs other duties as assigned

Position Requirements

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 stand and/or sit for extended periods of time
*Ability to bend, reach and twist
*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 sales experience preferred

WORKING CONDITIONS
*Ability to work in climate-controlled areas
*Exposure to typical office environment

Suddenlink Communications is an Equal Opportunity Employer.