Dispatcher, Customer Service​/HelpDesk

The Dispatcher receives service call requests and dispatches, schedules and follows-up on work orders, with the goal of minimizing missed appointments and maximizing field technical teams’ productivity.

• Respond to customer service requests by prioritizing and dispatching work orders for installation and/or trouble calls.
• Create dispatch schedule.
• Assign customer installation and trouble service appointments using a computer system.
• Ensure daily routes meet drive time, on‑time guarantee, productivity and skill‑set goals.
• Monitor technicians’ work order status and adjust throughout the day.
• Maintain regular contact with technicians to provide support or adjust service levels based on customer calls.
• Place outbound calls to customers both pre‑ and post‑service.
• Handle routine problems and/or less active regions and follow standard procedures to accomplish assigned tasks.
• Produce various Excel spreadsheets and reports.
• Appropriately escalate customer dissatisfaction to call center leadership team.
• Other duties as assigned by Supervisor.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• At least one‑year customer service and/or dispatch experience
• Superior customer service delivery skills
• Knowledge of cable and telecommunications products and services
• Focused, driven to achieve
• Data entry experience
• Prior customer service experience in cable, field or office environment
• High school diploma
• Bilingual (English / Spanish) is a plus
• Ability to work a flexible schedule that includes days, evenings, weekends and holidays

• Comprehensive healthcare/dental/vision plans
• 401K retirement plan with company match
• Paid vacation, sick time, and additional holidays (including your birthday)
• Paid volunteer time
• Paid parental leave
• Hotwire service discounts for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high‑speed internet, video service, phone, and security service
• Employee referral bonuses
• Exclusive entertainment discounts/perks