Dispatcher I

Description: Coordinates and monitors progress of scheduled video, telephone, and high-speed Internet installation and trouble service calls made by Cox and contractor field service representatives (FSRs). Works in a systems communication center and must attend to multiple sources of communication that may arrive almost simultaneously. Provides FSRs with connection assistance, status on current install or new service requests, and may change their work schedules as needed. Checks customer order and existing service information and other remote troubleshooting to avoid unnecessary truck rolls. Schedules installations and trouble calls with the customer. Reports to a Dispatch Supervisor.

Communicates with FSRs in the field by phone, pager, or e-mail to monitor their completion of scheduled jobs to identify unfilled time slots, overbooking, inefficiencies, late or unfinished jobs. Assigns or re-assigns jobs to FSRs as required to meet customer commitments. Verifies and/or corrects service order information on record, assists FSRs with troubleshooting, and requests assistance for them from other technicians. Modifies work orders to reflect customers changes, to correct errors, and when FSRs sell new products or features; documents results of each service call. Calls customers to re-schedule appointments, if necessary, and assures that work is reassigned correctly. Notifies technicians of specific issues related to system outages or problems that will affect their work for the day. Responds to and takes action on alarms related to the safety of technicians in the field. Refers problems to 911 or Field Service Supervisors as appropriate.

Qualifications:
High school degree or GED equivalent. Skill in using a Windows-based PC, Excel, and sending/receiving e-mail. Keyboarding skills. Dispatch or radio and customer service experience preferred. Post-high school education a plus.

Ability to perform repetitive motions of the wrist, hands and fingers to use a PC keyboard. Near vision acuity required for extensive use of PC, calculator, and reference materials. Willingness to work flexible shifts. Ability to communicate by telephone and in person. Ability to use a PC, calculator, fax, and other standard office machines. Ability to sit for extended periods of time. Ability to work in a climate controlled, air processed environment.

Salary/Benefits: Salary commensurate with experience


Job Location: Springfield, VA

Job Number: 1407

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