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Charter Communications


Charter Communications - San Antonio, TX

The purpose of this position is to receive service call requests and dispatch, schedule and follow-up work orders.ESSENTIAL DUTIES AND RESPONSIBILITIESPerforms daily routing of field service work orders using established workforce management systemManages technician routes using established workforce management system to ensure customer commitments are met (i.e. install and service calls)Using established procedures, notifies and updates Field Technicians on work/tasks or referrals in their designated areas, e.g. assist fix agents with system/plant outagesNavigates the billing system to build or edit work orders and confirms schedule availability for referrals, new orders and reschedules for Field Technicians, in accordance with established proceduresInterprets data from the established workforce management system to identify current and potential scheduling problemsCompletes, cancels or re-assigns work assignments for Field Technicians and safeguard operations by informing management of potential problemsHandles in-bound/out-bound calls for both internal and external customers and provides exceptional customer serviceContacts customers to confirm scheduled appointments, performs basic (Level 1) troubleshooting and verifies the plant is restored when outages are reported as resolvedLogs information regarding plant outages (planned and unplanned) and disseminates to all appropriate field and customer contact personnel - Researches and identifies unnecessary service calls related to known issuesWorks with various and moderately complex software platformsAssists Call Centers with escalated requests in a timely fashionKNOWLEDGE/SKILLS/ABILITIESAll Residential Dispatchers must successfully complete the Spectrum Residential Dispatcher training program, which includes virtual classroom learning, field training, and evaluation of individual work within the established workforce management system and billing system, within six months of their hire dateMust effectively perform multiple tasks simultaneously and constantly throughout each workday using various communication methodsMust effectively organize and prioritize workload throughout the workdayMust possess relevant knowledge of, and be able to effectively utilize, desktop computer hardware and softwareMust be able to use software (e.g. monitoring tool) to analyze network connectivityMust be able to understand signal levels of various resources to troubleshoot various problem typesMust be able to use various electronic devices for in-bound and out-bound communication while providing exceptional customer service (e.g. email, phone, text and in-person skills)Must successfully meet established operational performance metricsMust be able to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)OTHER DUTIES AND RESPONSIBILITIESMay be required or called upon to assist in on-the-job training of other Field Dispatchers as necessaryPerforms other duties as assigned

3 days 13 hours ago

Charter Communications


Dispatcher Charter Communications - San Antonio, TX, United States


Location: San Antonio, TX

Company Profile:
Spectrum Business has faster Internet, advanced voice services and more HD for your business. Spectrum Business Internet is made to keep your workforce connected with the fastest speeds, plus NO Contract, NO Hidden Fees, & NO Taxes! Only $39.99/mo when bundled. Spectrum Business Voice-Unlimited Long Distance plus advanced Business Calling Features. Only $29.99/mo. with NO Fees. NO Taxes. NO Contract.