Field Dispatcher
The Dispatcher is responsible for dispatching customer appointment loads by coordinating, assigning and tracking scheduled appointments to specific service/installation technicians in assigned markets.
ESSENTIAL DUTIES:
Ensure order and status integrity.
Provide positive customer contact experience.
Provide installation status updates.
Track work orders dispatched for completion/resolution.
Work closely and effectively with the Dispatch Supervisor, Field Supervisors, Technicians and DirecTV Customers.
Maintain and improve service by listening to contractors and customers description of problems; diagnose and troubleshoot problems.
Maintain Partner and customer rapport by resolving concerns and answering questions.
Maintain safe work environment by following safe practices.
Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Ensure an excellent installation and service experience to Partner customers through work with all levels within a fast paced and deadline driven organization.
OTHER DUTIES:
Perform general clerical work such as filing, copying, mailing, etc.
Perform other duties as assigned.
INCUMBENTS ARE HELD ACCOUNTABLE FOR ALL DUTIES OF THIS JOB Qualifications Required Knowledge/Skills/Attributes Solid problem-solving abilities and ability to analyze quantitative and qualitative data.
Solid ability to extract essential elements and propose appropriate solutions.
Solid knowledge of spreadsheet, word processing, database and email software (preferably Microsoft Excel, Word, Access, Outlook, Internet).
Solid ability to understand and follow instructions for a variety of standard practices.
Solid ability to read and interpret safety rules, operating/maintenance instructions and procedurals manuals.
Solid ability to be proactive in gathering information, answering queries or asking assistance with limited direction.
Solid interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
Solid ability to provide excellent customer service and establish and maintain credibility and interpersonal relationships with diverse group of individuals (e.
g.
, business leaders, colleagues, staff at all levels).
Solid ability to collaborate effectively with others.
Solid ability to work under pressure to meet deadlines while managing internal customer expectations and resetting accordingly.
Solid ability to effectively take action to solve problems while exhibiting sound judgment and successful stress tolerance.
Solid ability to exercise good judgment and discretion in selecting methods and techniques for obtaining solutions.
Solid ability to work in a team environment along with the ability to work independently with minimal supervision.
Solid ability to be results-oriented that makes a difference, taking initiative to make things happen, accepts accountability and has a can do attitude.
Education High school diploma, GED, or equivalent combination of education and experience is preferred.
Experience Two (2) years of customer service experience is preferred.
Call center and/or dispatch experience is preferred.
WORKING CONDITIONS:
Work in performed in a normal office environment.
Does not require physical activity other than that typically utilized in such a setting, working with standard office equipment (such as copier, phone, fax and personal computer).
Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.
Overtime work is possible and may be expected in order to perform the essential functions of the position.
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
NOTE:
This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
ESSENTIAL DUTIES:
Ensure order and status integrity.
Provide positive customer contact experience.
Provide installation status updates.
Track work orders dispatched for completion/resolution.
Work closely and effectively with the Dispatch Supervisor, Field Supervisors, Technicians and DirecTV Customers.
Maintain and improve service by listening to contractors and customers description of problems; diagnose and troubleshoot problems.
Maintain Partner and customer rapport by resolving concerns and answering questions.
Maintain safe work environment by following safe practices.
Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Ensure an excellent installation and service experience to Partner customers through work with all levels within a fast paced and deadline driven organization.
OTHER DUTIES:
Perform general clerical work such as filing, copying, mailing, etc.
Perform other duties as assigned.
INCUMBENTS ARE HELD ACCOUNTABLE FOR ALL DUTIES OF THIS JOB Qualifications Required Knowledge/Skills/Attributes Solid problem-solving abilities and ability to analyze quantitative and qualitative data.
Solid ability to extract essential elements and propose appropriate solutions.
Solid knowledge of spreadsheet, word processing, database and email software (preferably Microsoft Excel, Word, Access, Outlook, Internet).
Solid ability to understand and follow instructions for a variety of standard practices.
Solid ability to read and interpret safety rules, operating/maintenance instructions and procedurals manuals.
Solid ability to be proactive in gathering information, answering queries or asking assistance with limited direction.
Solid interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
Solid ability to provide excellent customer service and establish and maintain credibility and interpersonal relationships with diverse group of individuals (e.
g.
, business leaders, colleagues, staff at all levels).
Solid ability to collaborate effectively with others.
Solid ability to work under pressure to meet deadlines while managing internal customer expectations and resetting accordingly.
Solid ability to effectively take action to solve problems while exhibiting sound judgment and successful stress tolerance.
Solid ability to exercise good judgment and discretion in selecting methods and techniques for obtaining solutions.
Solid ability to work in a team environment along with the ability to work independently with minimal supervision.
Solid ability to be results-oriented that makes a difference, taking initiative to make things happen, accepts accountability and has a can do attitude.
Education High school diploma, GED, or equivalent combination of education and experience is preferred.
Experience Two (2) years of customer service experience is preferred.
Call center and/or dispatch experience is preferred.
WORKING CONDITIONS:
Work in performed in a normal office environment.
Does not require physical activity other than that typically utilized in such a setting, working with standard office equipment (such as copier, phone, fax and personal computer).
Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.
Overtime work is possible and may be expected in order to perform the essential functions of the position.
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
NOTE:
This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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