Dispatcher, Inbound Field - Rockford, United States - Rise Broadband

Rise Broadband

Verified Company

Rockford, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

The Inbound Field Dispatcher is responsible for responding to inbound requests primarily from technicians and other support groups and various quality control functions.

Also responsible for tracking unnecessary call volume for the purpose of improved process or training and relaying and recording information to field personnel via various avenues of communication.

Perform customer service interaction support functions to assist in resolving issues for internal customers.

Essential Duties/Responsibilities:

Act as liaison between technicians and other employees
Assist in driving field productivity through efficient call handling and support
Troubleshoot and resolve issues by fixing the problem over the phone whenever possible; Escalate any issues outside of technical scope
Assist technicians over the phone
Record and classify all inbound calls with the Call Tracker tool
Update job knowledge by technician and work with area supervisor on training and development of technicians
Monitor all trouble calls and alert network operations if issue can't be resolved

Quality Control-related duties/responsibilities:

Achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality, and customerservice standards, identifying and resolving problems, completing audits, determining system improvements, and implementing changes.
Validate all Installations for line of sight and establish process to ensure questionable failures are reviewed
Develop quality monitoring procedures and corrective actions; Develop verification procedures on Installs and service calls
Validate quality processes by documenting evidence, determining operational and performance qualification,and writing and updating quality assurance procedures
Maintain and improve product quality by completing product/company/system compliance and surveillance audits, investigating customer complaints, collaborating with other members of management to develop new product and engineering designs, and manufacturing and training methods.
Prepare quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes
Submit daily reports on quality assurance
Perform other duties as requested by supervisor

Job Requirements

Highly proficient in spoken and written English
Ability to communicate effectively with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner
Ability to prioritize and organize effectively with a keen sense to detail
Ability to work in a fast paced, high pressure environment
Ability to multitask using multiple software programs simultaneously
Ability to utilize dispatching equipment such as telephone, pagers, mobile radio
Knowledge of basic mathematics
Knowledge of billing system structure
Knowledge of broadband products and services
Knowledge of service trouble shooting diagnostic procedures
High school diploma/GED or equivalent work experience
Minimum 2 years Customer Service experience

Working Conditions

Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Working conditions may include being in an open (shared) cubicle/workspace area.

_ Disclaimer_

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.