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Dispatcher, Inbound Field

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Rockford, United States Rise Broadband Full time

The Inbound Field Dispatcher is responsible for responding to inbound requests primarily from technicians and other support groups and various quality control functions. Also responsible for tracking unnecessary call volume for the purpose of improved process or training and relaying and recording information to field personnel via various avenues of communication. Perform customer service interaction support functions to assist in resolving issues for internal customers.

**Essential Duties/Responsibilities**:

- Act as liaison between technicians and other employees
- Assist in driving field productivity through efficient call handling and support
- Troubleshoot and resolve issues by fixing the problem over the phone whenever possible; Escalate any issues outside of technical scope
- Assist technicians over the phone
- Record and classify all inbound calls with the Call Tracker tool
- Update job knowledge by technician and work with area supervisor on training and development of technicians
- Monitor all trouble calls and alert network operations if issue can’t be resolved

**Quality Control-related duties/responsibilities**:

- Achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, identifying and resolving problems, completing audits, determining system improvements, and implementing changes.
- Validate all Installations for line of sight and establish process to ensure questionable failures are reviewed
- Develop quality monitoring procedures and corrective actions; Develop verification procedures on Installs and service calls
- Validate quality processes by documenting evidence, determining operational and performance qualification,and writing and updating quality assurance procedures
- Maintain and improve product quality by completing product/company/system compliance and surveillance audits, investigating customer complaints, collaborating with other members of management to develop new product and engineering designs, and manufacturing and training methods.
- Prepare quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes
- Submit daily reports on quality assurance
- Perform other duties as requested by supervisor

**Job Requirements**
- Highly proficient in spoken and written English
- Ability to communicate effectively with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
- Ability to prioritize and organize effectively with a keen sense to detail
- Ability to work in a fast paced, high pressure environment
- Ability to multi-task using multiple software programs simultaneously
- Ability to utilize dispatching equipment such as telephone, pagers, mobile radio
- Knowledge of basic mathematics
- Knowledge of billing system structure
- Knowledge of broadband products and services
- Knowledge of service trouble shooting diagnostic procedures
- High school diploma/GED or equivalent work experience
- Minimum 2 years Customer Service experience

**Working Conditions**
- Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
- Working conditions may include being in an open (shared) cubicle/workspace area.

**_ Disclaimer_**

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.