DispatcherLocation: Remote Department: Scheduling / DispatchingReports to: Scheduling / Dispatching Manager Employment Type: Full-timeAt Benton Technical Services (BTS), our mission is to deliver unparalleled quality in bringing fiber to homes and businesses across the United States, supporting the infrastructure of technological advancement, and bridging the rural digital divide. We are committed to excellence in every project, ensuring reliable and high-performance connectivity that empowers our communities, with the agility to tackle projects of any scope. Our dedication to quality work, loyalty to our clients, and fostering strong partnerships are the cornerstones of our company. We strive to be the trusted partner increating a connected future, driven by honesty and integrity, innovation, and a steadfast commitment to customer satisfaction.Benton Technical Services specializes in all aspects of aerial and underground FTTH/FTTP construction. With over 20 years of experience building and maintaining fiber optic and legacy communication systems, we are counted on for our owner-operated team to deliver unparalleled quality and customer service. Our customers have included many of the nation's largest MSOs and our markets have encompassed everything from urban metro projects to rural communities and in between. Our clients and servicepartners alike enjoy the benefit of knowing they're working with a reliable and reputable company, dedicated to delivering a hands-on experience, from start to finish.Job Summary:The Dispatcher serves as the primary contact for all Field Technicians for Service, Installation and Outage Repair work performed on a daily basis. The Dispatcher is responsible for ensuring the completion and resolution of all work orders in the company database on a daily basis. The successful candidate will provide phone updates with field personnel; monitor, declare, report, and clear all outages, service calls and installations and take appropriate actions to respond to complaints or questions accordingly. DUTIES AND RESPONSIBILITIES:
- Research and adjustment of work orders.
- Maintenance of the customer database by making correct and timely entries during and immediately following each customer contact.
- Timely updates of actions and events in the field that may impact customers.
- Maintain the scheduling calendar.
- Communicate effectively with outages, customer complaints, additional work orders, work order point allotments
- Identify and expedite emergencies, reacting quickly under a diverse set of circumstances.
- Perform callbacks when reorganizing service/installation schedules and verify when customer is not at home.
- Provide courteous and helpful assistance to customers and prospective customers by maintaining current knowledge of the company's general operating procedures, programming packages and marketing efforts.
- Routing and monitoring work orders to technicians to accommodate customer needs.
- Produce regular reports for pending and completed work
- Perform other related duties and tasks as assigned or as become evident.
Required Skills & Qualifications:
- Proficiency with Microsoft Office including PowerPoint and MS Publisher.
- Previous experience in customer service role.
- Superior telephone skills, organizational skills, and communication skills, both written and verbal.
- Ability to work flexible and extended hours occasionally as needed.
- Must be high energy, positive attitude and comfortable in team environment.
- At least one year of Call Center/Help Desk experience.
Preferred Qualifications:
- Experience with Cable Television billing system.
- Knowledge of TCP/IP basic troubleshooting commands such as ping and traceroute.
- In-depth knowledge of both Macintosh and Windows operating system.
- One year of experience in dispatch operations, customer service and logistics.
- Demonstrated ability to perform basic computer, converter box and cable modem troubleshooting.
Benton Technical Services is an EOE. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, and or sexual orientation/gender identity, age or genetic information. We participate in the E-Verify Employment Verification Program.