Dispatcher 1 - #740988

Astound Broadband Powered by RCN

Date: 01/15/2022 05:30 AM

City: Long Island City, New York

Contract type: Full Time

Work schedule: Full Day

Position Summary:

Astound Broadband Powered by RCN, a growing leader in telecommunications is seeking dynamic individuals to join our team in the role of Dispatcher 1. We are a Triple Play provider (cable, internet, phone) offering superior customer service to our residential clients. The ideal candidate will be dynamic, creative, self-motivated with ability to lead and motivate others!

If you are customer service driven, then you are exactly who we are looking for to join our award winning team !

RCN offers ongoing training, tuition reimbursement, competitive salary & benefits package , 401(k) and much more !

Responsibilities include:

  • Take appropriate actions to respond to complaints or questions accordingly.
  • Maintain customer databases by making correct and timely entries during and immediately following each customer field service change.
  • Maintain and build the scheduling calendar.
  • Complete field work orders in a timely and efficient manner.
  • Provide radio, telephone and paging updates to the field technicians.
  • Proactively communicate effectively with the Call Center, i.e. outages, customer complaints, additional work orders, etc.
  • Appropriately route, assign and monitor work orders to technicians.
  • Monitor, declare, report and clear all outages in accordance with operational procedures.
  • Verify all "not homes".
  • Provide notification to each customer immediately prior to the technician's arrival.
  • Keep customers apprised of appointment delays.
  • Reorganize field service schedules when necessary.
  • Provide courteous helpful assistance to all customers' internal/external customers or prospective customers.
  • Follow all policies, plans and procedures as established by management.
  • Perform other duties at various locations or in various departments as needed.
  • Learn applicable changes to have current knowledge of the company's general operating procedures and programming.
  • Ability to work effectively in a fast paced environment
  • Ability to react quickly under diverse set circumstances
  • Trouble shooting ability for Cable , Cable Modem and Telephone Technologies
  • Familiar with IDLC , MIP, ONU/RAT Technologies

Education & Experience :

  • High School Diploma or General Education Degree (GED), College experience preferred

Requirements / Qualifications :

  • 2-3 years in a dispatch or call center environment
  • Excel, Basic Computer skills
  • Strong attention to detail.
  • Ability to work effectively in a fast paced environment.
  • Ability to react quickly under a diverse set of circumstances.
  • Remain calm, courteous when interacting with both internal and external customers
  • Comprehend a variety of service related information and procedures
  • Excellent verbal and written communication skills
  • Read , write and perform basic arithmetic
  • Comprehend a variety of service-related information and procedures.

Astound Broadband Powered by RCN is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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