Dispatcher - Cable - Essential Worker - Essential Worker
Company: Mediacom
Location: West Des Moines
Posted on: January 10, 2021
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Job Description:
Job Summary:
Don't miss this opportunity to be a part of one of the most dynamic
technology companies in the market today! Mediacom just announced a
$1 Billion capital investment plan to enhance our network and
launch "Project Gigabit", an upgrade and expansion initiative that
will bring 1-Gig broadband to virtually all of the 3 million homes
and businesses in our footprint which covers about 1,500
communities in 22 states.
As a Field Support Center Representative, you will work in a modern
office and serve as the hub for Mediacom field technicians who are
installing and supporting our Xtream and rocket fast internet
services in customer homes. Each day you will compile the daily
work load for technicians and assign work orders for various job
types (e.g. service installations, changes, trouble calls,
disconnections etc.). By supporting our technicians, you'll help
ensure timely installation, resolutions and overall customer
satisfaction with Mediacom.
Essential Responsibilities:
* Dispatches service technicians, installers, and other technical
persons to remedy service problems using Work Force Management
tools, phones and other technologies.
* Operates CRT/computer to review customer account information and
inputs appropriate data regarding reschedule dates, service changes
and trouble call information.
* Monitors field technician's locations and routes throughout the
day. Clears/closes technician and installer jobs and adds equipment
or services to customer accounts as necessary.
* Maintains database and system accuracy by ensuring that customer
account records reflect the work completed in the field each
day.
* Provide technical support for field staff on a wide range of
Cable/HSD/Phone provisioning and support situations.
* Contacts customers to verify schedule date and time as
necessary.
* Reschedules missed appointments as quickly as possible at a time
convenient for the customer.
* Compiles, maintains and prepares various required operational
reports, logs and files.
* Demonstrates ability to learn and execute company service
policies, procedures and properly utilize and manage dispatch tools
to complete each job.
* Handles routine dispatch calls and carries out fundamental
customer service tasks
Essential Qualifications, Knowledge, Skills & Abilities:
* Ability to perform routine dispatching functions, such as
answering telephone.
* Mature judgment and the ability to relate well with other
people.
* Must have excellent verbal and written communication skills
including good grammar and a well-modulated speaking voice.
* Able to provide clear and easily understood instructions (in
English) over the phone and/or in writing.
* Strong customer service skills coupled with a working knowledge
of Operating systems, computer hardware and modem configuration and
installation.
* Basic working knowledge of networking, routers and hubs along
with wireless network configuration and phone provisioning.
* Able to operate computer systems / CRT as needed.
* Ability to type and operate standard office machines and
computers.
* Must be punctual and able to maintain good attendance.
* Knowledge of Microsoft Windows and Microsoft Office (Works/Word,
Outlook, Excel).
* Ability to work well in a high stress and volume environment.
Physical Abilities:
* Able to work in an office environment.
* Able to sit for long periods of time at a computer terminal.
Working Environment:
* Ability to work required days and hours.
* Ability to work flexible hours including evenings, weekends,
holidays and overtime as required.
* May require work from home during emergency situations.
Experience, Education and Certifications (Recommended):
* 1-2 years prior work experience in customer facing role or in
technical role preferred; not required.
* Customer Service or Field Technician experience is a plus; but
not required.
* Associates or College Degree; Trade School or equivalent
preferred.
Keywords: Call Center, Customer Service, College Degree
Keywords: Mediacom, West Des Moines , Dispatcher - Cable - Essential Worker - Essential Worker, Professions , West Des Moines, Iowa
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