Job Title: Dispatcher
Classification: Full-Time, Non-Exempt, At-Will
Reports to: Dispatch Manager
Department: Customer Support
Location: Remote
About Us:
Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.
Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike. Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.
In today's connected world, reliable, high-speed internet is an absolute necessity, and it is our company's mission to provide advanced communications at an affordable price. Race focuses its efforts on building world-class fiber networks and offering gigabit internet service to communities throughout California.
Summary:
The Dispatcher will be responsible for dispatching technicians to customer sites, monitoring service calls, and maintaining accurate records of service calls and technician availability.
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 preferred
- Valid CA driver’s license is required
- Spanish bilingual skills are desirable
- At least 1-2 years of experience in dispatch operations, preferably in the telecom industry
- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, technicians, and other departments within the company
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple assignments simultaneously
- Proficiency in using dispatch software and tools, as well as basic computer skills, including data entry and file management
- Ability to work in a fast-paced environment and handle high-stress situations effectively
- Knowledge of safety regulations and best practices for dispatch operations
- Ability to work flexible hours, including evenings and weekends, as needed
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:
- Receive incoming service requests from customers and assign the appropriate technician based on their skills, availability, and location.
- Monitor technician status and keep customers informed of estimated time of arrival (ETA) and any service delays.
- Maintain accurate records of service calls, including the nature of the problem, service request date and time, service completion date and time, and technician information.
- Monitor service calls to ensure timely and efficient resolution and escalate issues as needed.
- Coordinate with other departments to ensure that service calls are completed within established service level agreements.
- Maintain accurate records of technician availability and schedule adjustments as needed.
- Perform administrative tasks related to dispatch operations, such as data entry, filing, and report generation.
- Ensure compliance with company policies and procedures related to service calls, technician safety, and customer service.
- Continuously monitor dispatch operations for opportunities to improve efficiency, quality, and customer satisfaction.
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'll enjoy:
- Working to bridge the digital divide between rural and urban areas, providing much-needed services to those who don’t have access to reliable internet
- Working for a company that appreciates its employees; every member of the Race team is a part of a collaborative family
- Full benefits package that includes medical, dental, vision life, and 401 (k)
- Employer-matched 401k plan
Race Communications is an equal opportunity employer!
Updated 4/2023
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