Cablevision Division Cable and Communications Operations Department Name Dispatch-NJ Oakland Job Location NJ / Oakland Requisition ID 19503BR Position Type Full Time Description THE SHIFT FOR THESE POSITIONS TBD. A Regional Control Center (RCC) Representative executes most back office administrative tasks related to Field Operations workload management to ensure an Optimum service experience for our internal and external customers1. Learn and demonstrate proficiency in the use of DDP (Cabledata), IDA and / or other applicable customer database management system. Follow strict processes and escalate as appropriate those instances in which process will not deliver the required result.
Pre-call customer contact work or other types of orders using a script of basic complexity, or referring more complex issues as instructed. Learn and demonstrate proficiency utilizing all operating systems related to the job functions of workload management for the purpose of basic troubleshooting, payment processing, scheduling, and problem resolution. (ie. - DDP, IDA, Remedy, KDB, CTSOPS2, etc.) to ensure customer satisfaction and an Optimum service experience.
Monitor technician job completion progress, inclusive of same day order requests from the Call Centers, and dispatch work to field Technicians. Provide feedback to RCC Supervisor, Lead and/or Field Service Supervisors on open orders to avoid missed appointments and maximize customer satisfaction. Monitor, escalate and dispatch same day return visits throughout the day and ensure that all requests for a go back are responded to in a timely manner with appropriate communication to the customer. Other administrative functions as assigned such as NextMail and assorted phone management duties including (OSP referrals) with outages, pre and post call, SPOC administration, and Construction referrals.Validate work order accuracy to eliminate downstream provisioning errors, repeat calls, missed appointments and track according to established Department guidelines and procedures.Ensure outages and outside plant referrals are dispatched to OSP in a timely manner, following guidelines for escalations in accordance with Department policies and procedures.
Ensure routes issued to technicians meet travel time, on time guarantee, productivity and skill expectations. Support quota management by reviewing “Must Do” and “Sooner Date” requests, “Same Day” orders, pool jobs as well as routing. Follow-up on “Past Pending/Rescheduled” and “No Scheduled” orders. Identify issues; escalate to team lead or Supervisor as necessary. Partner with all applicable groups (including but not limited to OSP, Network, Field Service, Call Center, VDO etc.) to ensure an Optimum service experience. Consistently meet or exceed all performance standards pertaining to quantity and quality of work performed while delivering an exceptional customer service experience. Demonstrate a basic level of analytical proficiency to identify and resolve issues. Working with the Supervisor or Team lead to determine when to refer issues to the appropriate technical support groups (including but not limited to BISC, BISC Apps Support, OV Research, Virtual Dispatch Operation, Call Center, B&C, CCIS, Residential/Commercial Sales/Commercial Sales, and Comm Desk) and partner with them to ensure customer satisfaction. Participates on special projects and performs other duties as assigned. Qualifications High school diploma or General Equivalency Diploma (GED) required.
- Internal candidates: current satisfactory review and no disciplinary actions within past 6 months.
- External candidates: previous work experience in a fast paced, performance–measured environment while managing multiple functions preferred.
- Excellent interpersonal skills with an emphasis building rapport, listening, questioning and conflict resolution. Must possess clear written and oral communication skills..
- Must possess and demonstrate basic math and problem solving skills.
- Basic skills in Microsoft Excel and Word including document generation, revision and archiving.
- Basic computer and keyboarding Data Entry skills.
- Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.
- Must be self-motivated, and able to multi-task.
Cablevision Systems Corp. - 10 months ago
Cablevision thinks it's the ideal choice for cable TV service. Through the Optimum and iO brands, the company provides cable services...