Field Operations Dispatcher I

GCI Communication Corp•Anchorage, AK

12d•Remote

About The Position

This role is open for teleworking but the selected candidate must work Alaska hours. Current schedule is Tuesday thru Saturday, 10am to 7pm AKST. Schedules may be subject to change based on the department's needs. 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.

Requirements

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.
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.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
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.
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.

Nice To Haves

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.
Knowledge in Netcracker customer service/system monitoring database or equivalent, GPS map tracking software, and OFSC preferred.

Responsibilities

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.
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.