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Dispatcher 1
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Louisville, Kentucky |
About this job
Posting Job Title: Dispatcher 1
Requisition #: 166395BR
Posting Location: Louisville, KY, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
PURPOSE: The purpose is to ensure that all aspects of day-to-day work assigned to field staff are properly coded. Duties will include confirming all information on each account is correct, services are working, all codes are accurately placed in ICOMS and confirmed, and the appropriate follow up jobs from Field staff are inputted as needed. Other cross trained duties include analyzing accounts for error analysis, improving the customer ordering and provisioning process and troubleshooting any phone type error in ICOMS . Other duties will include accurate managing of metro and all outlying work areas to maximize technician productivity and divisional measurements. This will include measurements to drive high job completion, accurate & on-time routing, & competitive comparisons vs. the divisions in the Region. This includes all work types (service, SRO's, disconnects, installs, and restarts/upgrades/downgrades). ESSENTIAL JOB FUNCTIONS: Responsible for the entire accurate completion and check-in of the customer Work Order in ICOMS This includes all equipment provisioning with High Speed data, eMTA phone modems, and converter boxes. Assist Field Service technicians with trouble shooting, technical issues, and equipment updates. Responsible for work management in metro and all outlying work areas which include measurements to drive high job completion, accurate & on-time routing, & competitive comparisons vs. the divisions in the Region. This includes all work types including: service, SRO's, disconnects installs, and restarts/upgrades/downgrades. Responsible to assist technicians with accurate routes, calling customers to head off trouble calls, and routing service technicians in metro and outlying areas to maximize division results. Provide technical support for customers on set-up, use of equipment, and how to order pay-per-view events. JOB REQUIREMENTS (EXPERIENCE/SKILLS REQUIRED) Minimum of three years customer service including two years of technical internet and phone support experience Excellent communication skills with the ability to communicate clearly & concisely with written and verbal communication. Working knowledge of PC and MAC operating systems. Working knowledge of internet browser software, email, digital video, computer/networking, and home phone wiring. Strong Ability to multi-task and handle multiple tasks in different systems. Must be able to organize, prioritize, make decisions, and work effectively and efficiently under deadlines. Possess analytical thinking, problem solving, and sales skills. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 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. PREFERRED QUALIFICATIONS: Excellent customer service skill with the ability to handle and interact with all internal / external customer situations in a professional manner. Strong computer skills are needed on a daily bases for Microsoft Word, Excel, ICOMS. Experience in Digital Home Phone and High Speed Data with strong technical knowledge highly desirable. Proven verbal, written, interpersonal, & teamwork skills are a must. Timeliness, attention to details, excellent attendance, and flexibility to work overtime or change schedules. Ability to perform effectively and independently in a multi-task environment Able to perform positively in a fast paced and changing work environment. Excellent administrative, organizational and communication skills are required. Two or more years' experience in the telephone or cable industry preferred. Knowledge of the end-to-end phone order flow process. Knowledge in initiating service provisioning processes & coordinating with field technicians & external service vendors. Knowledge of system operations including installation and troubleshooting. 2-5 years experience of related industry experience or Time Warner experience. Associates or Undergraduate degree in Telecommunications or Business is preferred. Knowledge of cable system operation including installation, trouble-shooting, modem and network design. EDUCATION: High School education or equivalent required. AA/AS college degree in business, computer science, or comparable work experience preferred. LEGAL OR FINANCIAL RESPONSIBILITIES: Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.
FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTDP050
Requisition #: 166395BR
Posting Location: Louisville, KY, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
PURPOSE: The purpose is to ensure that all aspects of day-to-day work assigned to field staff are properly coded. Duties will include confirming all information on each account is correct, services are working, all codes are accurately placed in ICOMS and confirmed, and the appropriate follow up jobs from Field staff are inputted as needed. Other cross trained duties include analyzing accounts for error analysis, improving the customer ordering and provisioning process and troubleshooting any phone type error in ICOMS . Other duties will include accurate managing of metro and all outlying work areas to maximize technician productivity and divisional measurements. This will include measurements to drive high job completion, accurate & on-time routing, & competitive comparisons vs. the divisions in the Region. This includes all work types (service, SRO's, disconnects, installs, and restarts/upgrades/downgrades). ESSENTIAL JOB FUNCTIONS: Responsible for the entire accurate completion and check-in of the customer Work Order in ICOMS This includes all equipment provisioning with High Speed data, eMTA phone modems, and converter boxes. Assist Field Service technicians with trouble shooting, technical issues, and equipment updates. Responsible for work management in metro and all outlying work areas which include measurements to drive high job completion, accurate & on-time routing, & competitive comparisons vs. the divisions in the Region. This includes all work types including: service, SRO's, disconnects installs, and restarts/upgrades/downgrades. Responsible to assist technicians with accurate routes, calling customers to head off trouble calls, and routing service technicians in metro and outlying areas to maximize division results. Provide technical support for customers on set-up, use of equipment, and how to order pay-per-view events. JOB REQUIREMENTS (EXPERIENCE/SKILLS REQUIRED) Minimum of three years customer service including two years of technical internet and phone support experience Excellent communication skills with the ability to communicate clearly & concisely with written and verbal communication. Working knowledge of PC and MAC operating systems. Working knowledge of internet browser software, email, digital video, computer/networking, and home phone wiring. Strong Ability to multi-task and handle multiple tasks in different systems. Must be able to organize, prioritize, make decisions, and work effectively and efficiently under deadlines. Possess analytical thinking, problem solving, and sales skills. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 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. PREFERRED QUALIFICATIONS: Excellent customer service skill with the ability to handle and interact with all internal / external customer situations in a professional manner. Strong computer skills are needed on a daily bases for Microsoft Word, Excel, ICOMS. Experience in Digital Home Phone and High Speed Data with strong technical knowledge highly desirable. Proven verbal, written, interpersonal, & teamwork skills are a must. Timeliness, attention to details, excellent attendance, and flexibility to work overtime or change schedules. Ability to perform effectively and independently in a multi-task environment Able to perform positively in a fast paced and changing work environment. Excellent administrative, organizational and communication skills are required. Two or more years' experience in the telephone or cable industry preferred. Knowledge of the end-to-end phone order flow process. Knowledge in initiating service provisioning processes & coordinating with field technicians & external service vendors. Knowledge of system operations including installation and troubleshooting. 2-5 years experience of related industry experience or Time Warner experience. Associates or Undergraduate degree in Telecommunications or Business is preferred. Knowledge of cable system operation including installation, trouble-shooting, modem and network design. EDUCATION: High School education or equivalent required. AA/AS college degree in business, computer science, or comparable work experience preferred. LEGAL OR FINANCIAL RESPONSIBILITIES: Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.
FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTDP050