Dispatcher - Cable - Essential Worker - Essential Worker
Company: Mediacom
Location: Des Moines
Posted on: January 8, 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
tasksEssential 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, Des Moines , Dispatcher - Cable - Essential Worker - Essential Worker, IT / Software / Systems , Des Moines, Iowa
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