Dispatcher (Technician) - Full-time

Time Warner Cable currently seeks Dispatchers based out of their Paidge Avenue, Brooklyn, NY location.

Please find below a description of the essential duties and responsibilities required to function successfully in this position.

Purpose:
The Dispatcher position supports both field and office personnel in a 24/7/365 Operations Center environment. The primary focus of the Dispatcher role is to ensure field technicians are productive and on-time to all customer appointments. This includes proactive monitoring of technicians’ work routes to identify/address possible late appointments as well as assisting technicians with the troubleshooting of technical/billing issues. These daily tasks are to be performed in an efficient and consistent manner, maximizing the use of all tools/applications including (but not limited to) workforce management tools; diagnostic/troubleshooting tools; provisioning tools/applications; GPS; billing systems,; ticketing systems; and any/all other relevant tools/applications. This role will work closely with coworkers and customers (internal and external) via all tools noted above, electronic messaging, phones, and in-person/verbal interactions in a fast-paced/demanding work environment. Must be able to multi-task and work under moderate supervision and guidance.

Key Responsibilities:
·Supports field personnel with activation of customer premise equipment.
·Works with various and moderately complex software platforms (as noted above).
·Interpret data from workforce management systems to identify current and potential field problems.
·Handles calls from internal and external customers with a high degree of customer service and professionalism.
·Cancels reschedules and reassigns work assignments for field technicians.
·Research and identify unnecessary service calls related to discovered issues.
·Informs and updates field technicians on work in their designated areas.
·Makes outbound calls to TWC customers for dispatch and/or special project needs.
·Enters follow-up tasks or referral tasks for field technicians.
·Attendance must meet department standards.
·Should exercise good judgment.
·Performs other duties as assigned.

Qualifications/Skill Set:
·Must have solid verbal, written, organizational, and interpersonal communication skills.
·Candidate must be flexible and trustworthy who is capable of accurately handling several actions/tasks simultaneously.
·Requires ability to interpret, and follow methods and procedures.
·High level of computer literacy required.
.Must have valid driver license.
·Position, below journeyman level, is covered by the collective bargaining agreement (CBA) between TWC and IBEW Local 3.
·Candidate will be expected to develop their career and knowledge based on the CBA to develop the skills necessary to perform any role covered by the contract and may be assigned to various roles based on business need.

The ladders, buckets and other climbing equipment necessary to perform the work of a field technician are rated for maximum weight capacities which includes the weight of the technician plus any tools the technician is carrying. Exceeding the weight of such ladders, buckets or other climbing equipment poses a serious risk to the safety of technicians and the public, and may violate state and/or federal limits for such equipment. The maximum body weight of a field technician for use of the majority of such equipment is 325 pounds.

Education:
·High school diploma or equivalent industry knowledge expected.
·Previous experience working in an operations center or dispatch center or other type high tempo environment 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.