Telecommunications Service Dispatcher

About the Company

 

We are a Business Telephone System Sales and Service Company experiencing growth. We sell and service telephone equipment, install network cabling and resell local/long distance dial tone, T-1's, DSL lines. We enjoy an excellent relationship with our clients and are essentially the outsourced telecom department for many businesses, large and small.  We are looking forward to this very exciting time in our business.

Our work culture is relaxed, yet our environment is very dynamic.

 

Include your salary requirements in your cover letter.  Resumes lacking this information will not be considered.

 

 

Summary Receives, records, and distributes work orders to telecommunication service crews upon customers' requests for service by performing the following duties.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

 

Monitors phones and e-mail inboxes.

 

Records information such as name, address, article to be repaired, or service to be rendered.

 

Prepares work order and distributes to service crew.

 

Enters completed work order information into tracking system.

 

Schedules service call and dispatches service crew.

 

Calls or writes customer to ensure satisfactory performance of service.

 

Keeps record of service calls and work orders.

 

Dispatches orders and relays messages and special instructions to mobile crews and other departments.

 

Supports service personnel via the phone when they have questions or encounter problems at  job sites.

 

Povides tier 1 type telecommunication support to customers over the phone.

 

Appropriately catogorizes problem as being carrier or vendor related and dispatches accordingly.

 

Anticipates and communications material needs for individual jobs.

 

Maintain service fleet including scheduling maintenance, inspections, and repairs.

 

Utilize third party software to monitor vehicle milage, location, and fuel usage.

 

Review technician time sheets.

 

Collaborate with sales and accounting departments to coordinate customer installations, service, and invoicing.

 

Collaborate with the purchasing department to maintain appropriate levels of inventory and stock.

 

Provide coverage for carrier Customer Service Representative as needed.

 

Carry after hours pager as part of rotation schedule.

 

Supervisory Responsibilities                                                 

 

This job has no supervisory responsibilities.

 

 

Competencies                                                

 

To perform the job successfully, an individual should demonstrate the following competencies :

 

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

 

Design - Demonstrates attention to detail.

 

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

 

Project Management - Coordinates projects; Communicates changes and progress; Completes projects on time and budget.

 

Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.

 

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments; Ability to develop rapport with customers

 

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

 

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

 

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

 

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

 

Delegation - Delegates work assignments; Sets expectations and monitors delegated activities.

 

Managing People - Makes self available to staff; Solicits and applies customer feedback (internal and external); Improves processes, products and services..

 

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

 

Business Acumen - Understands business implications of decisions; Demonstrates knowledge of market and competition.

 

Cost Consciousness - Conserves organizational resources.

 

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

 

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

 

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

 

Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

 

Motivation - Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.

 

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Organizes or schedules other people and their tasks.

 

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

 

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

 

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

 

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions ; Uses equipment and materials properly.

 

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

 

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

 

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

 

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

 

Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Presents ideas and information in a manner that gets others' attention.

 

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience                                                

 

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

 

Previous experience in the telecommunications industry is preferred.

 

 

Language Skills                                             

 

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

 

Mathematical Skills                                                   

 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 

 

Reasoning Ability                                                      

 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

 

Computer Skills                                             

 

To perform this job successfully, an individual should have knowledge of Database software; Spreadsheet software and Word Processing software.

 

 

Certificates, Licenses, Registrations

 

Current driver's license

 

 

Other Skills and Abilities                                                      

 

A high level of customer service skills is required.  While the employee will be dispatching service crews to some calls, he/she will also be responsible for providing customer service on a daily basis.

 

 

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

 

 

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 The noise level in the work environment is usually moderate.