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Centralized Support Specialist Dispatcher

Location
Naperville, IL

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Centralized Support Specialist (Dispatcher)
WOW! Internet Cable ****
Meet the Team:
The WOW! Centralized Support Operations team is a group of dedicated, service-oriented professionals who act as the interface between field operations and customer care. The team is responsible for keeping field assignments running smoothly and efficiently so that technical issues are resolved promptly.
This is where YOU come in!
As a Dispatcher (CSO Support Specialist), you'll take incoming calls from technical operations and customer care, process work orders, coordinate and monitor repair and service appointments, and maintain contact with customers.
Your essential duties and responsibilities include but are not limited to:
Complete work orders and enter necessary data (i.e. equipment inventory numbers, arrival/completion times)
Monitor technician work progress against scheduled appointment windows
Reschedule incomplete work orders and verify with customers
Maintain ongoing customer contact to keep appointments on track
Identify outages and dispatch repair following established procedures
Clear outages after service is restored. Alert personnel via established procedures
Monitor and dispatch service-out work order pools as appropriate; screen work order pool to ensure that only valid work orders are dispatched; troubleshoot with customers when necessary; track outages for reporting purposes
Follow established processes and procedures for service outs, outages, missed appointments and customer complaints; provide thorough follow-up via ongoing customer contact
Manage quota as appropriate for each market
Update billing system notes on an ongoing basis
Address market-specific email submissions constantly to ensure customer satisfaction
You are right for this job if you:
communicate effectively with field partners, customers and peers
consistently meet or exceed work objectives
are committed to quality and meeting established quality assurance review standards
can work varying shifts to meet business needs
enjoy working in a fast-paced environment
like working both independently and as part of a team
Required Education/Experience:
High school diploma, or equivalent, required
Customer service experience in a call center
Computer skills: MS Office suite, internet software, email
Preferred Experience:
Dispatch experience
Experience with CSG/ACSR billing system
Work Environment:
You'll work in a call center environment with appropriate workspace and tools.
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.
Physical Activities/Working Conditions:
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.
regularly required to talk and hear
frequently required to sit, stand, bend at the knees and waist, and walk
required to use hands to type, handle objects and paperwork
required to reach and hold on to items at chest level or reach above the shoulder
required to use close vision and be able to focus
WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer
WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer
Updated 08/11/2018

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