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Charter Spectrum


Charter Spectrum - Mililani Town, HI

JOB SUMMARYThe purpose of this position is to support statewide installers and field technicians with installation work orders and service calls.MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)Actively and consistently support all efforts to simplify and enhance the customer experienceDispatches and routes statewide field personnel via text, e-mail, or telephone for work orders and tech calls.Knowledge of typical work orders and service calls.Thorough knowledge of statewide service areas and street locations.Routes AM statewide foremen changes & ensures a first job of the day exists for all field service reps. Able to understand and utilize WorkAssure’s tech director for field service rep status and job support.Closely watch and reassign jobs in WorkAssure if field service rep is running late or job is in jeopardy.Communicate, review, clarify, and update work orders/tech calls for statewide field service reps with billing problems or requests that cannot be done on the tablets.Assists statewide techs with real-time activity alerts and real-time fleet mapping with SageQuest.Performs hand-offs within and outside his/her group for lunches, breaks, and shift changes.Works closely with the TOC to understand area outages and maintenance.Interacts with ATS group for technical background issues and other related dispatch information that needs to be related to them.Able to verbally communicate in a clear and concise manner instructions to field personnel.Develops and interacts with statewide foremen to bring collaboration of field and dispatch efforts to a maximum efficiency level.Utilizes Avaya soft/hard phone and is on the statewide hunt group. Also uses the computer to do emails and text as well as cellular phones to dispatch calls.Schedules, routes, and reschedules installation and service calls for customers.Contacts customers on pre-call basis by telephone for the field service rep.Utilizes computer to track calls.Prepares and maintains reports and other information on customer service calls and field service rep statuses.Updates day of crew stats, on-time arrival logs, and start of the shift database on a daily basis.Files and emails reports electronically.Contacts customers in order to ascertain satisfaction.Follows up with customers on the telephone to see if work has been satisfactorily completed.Utilizes excellent listening skills to hear and understand the customer.Thorough knowledge of cable product and services.Able to verbally communicate resolution.Regular attendance is required.REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand English at a very high levelExperience in clerical, customer service, and/or in technical field operations preferred. Familiarity with AS/400 preferred. Stable employment history.Type 40 words per minute, and use of telephone system. Must have good verbal, written and interpersonal communication skills. Knowledge of radio procedures, some technical knowledge of cable system, working knowledge of the city and map reading. Ability to handle all customer service and field service rep inquiries through effective communications, organize and implement several responsibilities simultaneously. Must be proficient in the use of MS Office applications such as Word, Excel, Outlook, and IE.EducationHigh School diploma or equivalent is required.Related Work Experience Number of YearsMay sell complete packages, upgrade services and saves customers from downgrading or disconnecting.General knowledge of sales skills, asks open and closed ended questions.Thorough knowledge of cable product, programming choices and prices.Able to explain benefit of program and/or service to customer.May handle and solve difficult customer inquiries and complaints.Utilizes excellent listening skills to hear and understand customer needs.Ability to verbally communicate resolution to problem.Knowledge of typical customer inquiries and service calls.Performs other duties as assigned.WORKING CONDITIONSComputer, cellular phone, telephone, and city map.Sitting for long periods of time. Communicating by telephone, email, and radio with customers and/or field personnel. Typing and reading on the computer.Hours: To be determined.EOE Race/Sex/Vet/DisabilityCharter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: is committed to diversity, and values the ways in which we are different.

6 days 9 hours ago

Charter Spectrum


Dispatcher Charter Spectrum - Mililani Town, HI, United States


Location: Mililani Town, HI

Company Profile:
Charter, founded in 1993, created a customer service-oriented company that has grown and evolved on many levels over the past two decades. Charter's growth was achieved through acquisitions of cable properties and the subsequent increase of customers in those communities, as well as development and launch of new products and services. Charter became a publicly-traded company on NASDAQ in 1999 and has been a Fortune 500 company since 2001