- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
- Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees the Basic Principles.
- Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
- Conveys thoughts and expresses ideas appropriately and professionally.
- Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
- Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
- Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
- Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
- Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
- Preferred: Minimum of six (6) months dispatch experience in a service, technical support, or task management environment. Progressively complex dispatch skills. Associate degree in related field. Telecommunications experience. Relevant telecom industry or job specific certifications.
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Field Operations Dispatcher I - Anchorage, United States - GCI
Description
Job Description GCI's Field Operations Dispatcher I will manage dispatching and logistical support for GCI's internal, external, and subsidiary services for residential and professional service assignments.
Arrange, manage, and monitor schedules, dispatch workers, work crews, and equipment to appropriate locations for normal installation, service, or emergency repairs.
Monitor timely and efficient logistical support ensuring efficient successful implementation.ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
Prioritize and dispatch timely and efficient client assignments and trouble service appointments. Monitor queues and schedules, assign tasks, and adjust to changing priorities.
Maintain regular contact with field personnel regarding field and technical issues providing support to adjust service levels based on client calls.
Coordinate logistics for all technicians. Place outbound calls to clients both pre- and post- services. Close out work orders, documents, and verify daily logs. Schedule and resource allocation for implementation, ensuring daily routes meet drive time, on-time guarantee, productivity, and skill set. Maximize technicians' quotas and minimize the need for overtime and contractors. Coordinate and ensure proper assignment of department tools, vehicles, maintenance, and weekly inspections. Ability to function as part of a team and promote teamwork among fellow employees across functional lines.Ability to verbally relay accurate information to installer from computer screen and verbally coordinate with customer to determine acceptable time for installation or repair service.
Ability to accurately complete written reports, clearly summarizing daily service activities.Ability to maintain confidential information pertaining to customer files and demonstrate compliance with security measures for company assets, equipment and supplies.
Ability to develop and maintain a positive professional rapport with customers.Ability to read, accurately interpret, summarize, and synthesize computer generated customer account information, blue book, and basic design map information.
Ability to interpret information received from multiple sources, making appropriate independent decisions within realm of responsibilities. Ability to organize daily and multiple tasks efficiently within time restraints. Familiarity with geographical areas and landmarks. Knowledge in Netcracker customer service/system monitoring database or equivalent, GPS map tracking software, and OFSC preferred.COMPETENCIES:
Demonstrated commitment to GCI's Basic Principles, Mission Statement, Declaration of Principles and diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the general public.
ACCOUNTABILITYLevel DefinitionPosition Title:
Field Operations Dispatcher IGrade:
A07
Additional Job Requirements:
This is an entry level position working under close supervision.
Responsible for managing dispatching and logistical support to the company's internal, external, and subsidiary services for residential and professional service assignments.
Essential Duties:
Responsible for timely and efficient dispatching of customer assignments and trouble service appointments. Monitor work queues and schedules, assigning tasks to include repair requests, and scheduled and unscheduled implementations with changing priorities. Contact field personnel regularly on field and technical issues. Coordinate with project managers and other dispatch teams inside of GCI. Coordinate and create tickets in multiple ticketing systems supported by GCI. Contact clients via phone and email for all scheduling needs. Update and close work orders, document change from client sites, and verify daily logs. Provide thorough updates on individual tickets and for daily ticket report. Ensure daily assignment of department tools, vehicle, and scheduling of maintenance and weekly inspections. Maintain an accurate resource calendar.
Minimum Qualifications:
Required:
*A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis High School diploma or equivalent. Minimum of one (1) year of experience in general office, customer service, or other relevant work experience.
Required at ALL Levels DRIVING REQUIREMENTS:
This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
Work is primarily sedentary, requiring daily routine computer usage. Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. Ability to accurately communicate information and ideas to others effectively. Physical agility and effort sufficient to perform job duties safely and effectively. Ability to make valid judgments and decisions. Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
Must work well in a team environment and be able to work with a diverse group of people and customers.
Virtual workers must comply with remote work policies and agreements.The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies.
Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency.
As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
EEO:
GCI is an equal opportunity employer.
Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
About UsHeadquartered in Alaska with additional locations throughout the U.S., GCI has worked for more than 40 years to deliver communication and technology services to some of the most remote communities and in some of the most challenging conditions in North America.
GCI is a pioneer in its field, bringing telemedicine and online education capabilities to communities across the state and continuing efforts to connect the Arctic globally as well as providing strong services to consumer and business markets.
GCI's introduction of 1 GIG internet speeds in the state as well as its innovative partnership with Apple are among the countless ways the company has transformed communication and quality of life for Alaskans.
EEO:
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.
