Job Title: Dispatch Coordinator AssociateClassification: Full-Time, Non-Exempt, At-WillReports to: TBD Department: Customer SupportLocation: Onsite: Lancaster or Tehachapi, CA Location Status: Work will be primarily performed onsite in our office. Occasional trael to and work from other Race offices or other off-site locations may be required.Beware of scams that target job seekers. Race Communications will never provide a job offer without a comprehensive interview process (including in-person or secure video conferencing), request sensitive information through unsecure platforms such as email or text messaging, require candidates to pay fees, or pressure candidates to act without careful consideration. You can get more information about Race Communications at Race.com or contact our recruiting team directly.About Us: As the leading provider of 10G fiber internet in California, Race Communications is a company built by the needs of the communities that we serve. In collaboration with the California Public Utilities Commission and many non-profit community advocacy groups, we build next-generation fiber infrastructure where others won't, serving over 30 communities across the state.Working for Race means being dedicated to bringing cutting-edge fiber internet to rural and urban communities, providing opportunities, enhancing technology, and enabling access for generations to come.Summary:The Dispatch Coordinator Associate is the primary liaison between Race's internal teams and an end customer for a particular service installation. The position involves heavy levels of internal and customer communication. The primary objectives of this role are to ensure Race provides excellent customer service by working with internal and external stakeholders to ensure timely delivery of our services in accordance with customer and company expectations with more focus on the call center side of the department. This individual should be able to communicate and work effectively with external service representatives and internal team members who possess a wide variety of backgrounds, personalities, and communication skills. This individual should be able to work effectively in a dynamic, fast-paced, and evolving environment while maintaining a productive professional demeanor. This individual must be capable of working independently, as well as collaboratively with other Race team members across teams and levels of our organization.Qualifications and Experience:
- Eligibility for US Employment without sponsorship
- Minimum of 18 years of age
- High School Diploma or GED or equivalent combination of education and experience is required
- Associates degree (A.A.) or equivalent combination of education and experience is preferred
- One to three years of Telecom experience with an emphasis on operations and customer service is preferred
- Salesforce experience preferred
- Ability to work during evenings, weekends, and holidays as needed
- Must be able to speak, read, write, and understand English as the primary language used in the workplace
- Spanish bilingual skills are desirable
Skills:
- Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
- Functional use of common office equipment, computers, and office software
- Strong time management skills, with the ability to manage priorities and workflow
- Commitment to accuracy and high standards for quality of work
- Ability to work with all levels of team members and management
- Excellent problem resolution and customer service skills
- Ability to deal effectively with a diversity of individuals at all organizational levels
- Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
- Excellent verbal and written communication skills
- Ability to work on complex projects with general direction and minimal guidance
- Versatility, flexibility, and willingness to work within constantly changing priorities with a sense of urgency
- Good judgement with the ability to make timely and sound decisions
- Highly resourceful team-player, with the ability to also be extremely effective independently
- Ability to effectively present information and respond to questions
Essential Duties and Responsibilities:Customer Advocacy and Relationship Management:
- Proactively advocates for customers' needs and interests, ensuring their voices are heard and prioritized in decision-making processes
- Identifies customer issues and needs by maintaining excellent relationships with end customers and internal stakeholders
- Acts as the primary liaison between the company's internal teams and end customers for specific service installations (ICB - Individual Case Basis)
Service Delivery Management and Coordination:
- Takes ownership of critical incidents, coordinates with resolution parties, and establishes effective communication between stakeholders for post-incident reviews.
- Fields incoming calls, chats, and emails related to Service Delivery
- Keeps Service Delivery Tickets and Orders updated, providing support for Service Delivery Specialists
- Handles Business, Small Business and Enterprise level orders to completion
- Responds to unique service requests providing customized solutions
- Performs daily and weekly reporting of order statuses and issues to their manager
Service Request Management:
- Receives incoming service requests from customers
- Assigns appropriate technicians based on skills, availability, and location
- Monitors technician status and keeps customers informed of ETA and service updates
- Maintains accurate records of service calls, including details and technician information
Service Call Monitoring and Resolution:
- Monitors service calls to ensure timely resolution and escalates issues as needed
- Coordinates with other departments to meet service level agreements
- Maintains records of technician availability and adjusts schedules when necessary
Dispatch Operations and Administration:
- Performs administrative tasks related to dispatch operations (data entry, filing, report generation)
- Ensures compliance with company policies and procedures related to service calls, technician safety, and customer service
Salesforce/Pitstop:
- Schedules service delivery tickets within Salesforce
- Maintains assigned queues within Pitstop
- Sends jobs from pitstop to Salesforce
- Assists with scheduling business, enterprise, and service delivery tickets from within Salesforce
Other duties as necessary may include but are not limited to:
- Successfully complete assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal setting
- Be available to participate in internal or external meetings, special functions, and professional development opportunities
- Cross-train and share knowledge with other team members
- Support routine tasks
- Maintain a professional appearance, hygiene, and demeanor
- Performs other related duties as assigned by management
As Part of Our Team, You Will Enjoy:
- 100% Employer-paid medical, dental, vision, and life for all our employees
- 401 (k) with 100% Employer-matched up to 4% of your annual income
- Generous paid time off including sick, vacation, holiday and birthday pay
- Company provided equipment including uniforms, safety, tools, vehicle, and tech
- Free Race TV, highspeed internet, cable, and phone service where available
- Working as part of our diverse team that fosters a culture of appreciation and collaboration, where every member is valued as an integral part of our success
All offers of employment are contingent until all pre-employment requirements are met. These requirements, which vary by position, may include drug and background screenings as well as Motor Vehicle and DOT related screening and reporting requirements. Race will consider qualified job applicants with arrest and conviction records for employment. All new employees will participate in the mandatory 'Speedway to Success' (Speedway) orientation at one our offices located in either Tehachapi, Yuba City, Chico, or South San Francisco, CA. The duration of the Speedway program spans from 1-3 weeks, depending on the position. During Speedway the schedule will vary; you may not work full 8-hour days and there may be off days. Applicants further than 50 miles from these training locations will be provided with necessary travel accommodations as part of the onboarding process. Applicants 50 miles or less from these locations will be considered regular commute. For those working remotely, virtual attendance will depend on position requirements. Further details will be provided to you during the interview process, and before your start date. Race Communications is an equal opportunity employer who welcomes applications from individuals (with or without reasonable accommodation), with the skills, experience, and dedication to excel in their roles without regard to race, religion, color, sex/gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sex stereotype, gender identity/gender expression and sexual orientation, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, reproductive health decision-making, military or veteran status or any other basis protected by federal, state, or local law, ordinance, or regulation. Reasonable accommodation(s) for qualified individuals with disabilities are available as part of the application and interview processes. If accommodations are needed during the application or interview process, or workplace accommodations are required after a job offer is made, please contact ...@race.com to initiate the interactive process. Updated: 08/2024