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Hours Full-time, Part-time
Location Costa Mesa, California

About this job

Posting Job Title: Business Class Dispatch Coordinator

Requisition #: 165199BR

Posting Location: Costa Mesa, CA, US

Area of Interest: Engineering/Technical Operations

Position Type: Full Time

Posting Job Description

The Time Warner Cable Southern California Operations- West Region currently seeks a Dispatch Coordinator for our Business Class Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Position Summary:

This position is responsible for supporting a number of activities within the Business Services

Operations organization. The primary responsibilities are to exceed commercial customer

expectations on all interactions while insuring the maximum support of all field personnel of the Business Class team.

Essential Job Functions:

* Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards

* Support internal customers in a professional manner; resolve complaints successfully in accordance with established guidelines. Inform management of all unresolved complaints

* Work with all National Help Desks, National and Regional Operations Centers, and local technical staff to investigate, assess, and resolve issues including same-day requests.

* Coordinate effectively with other departments as needed and document activities

* Create accounts and update information on existing accounts. Properly use billing, provisioning, trouble-ticketing, and related customer-management systems.

* Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards

* Provide information regarding products and services, and respond to various types of inquiries

* Provide outstanding customer service following all established guidelines, policies, and procedures

* Strong analytical and problem solving skills are essential.

* Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs

* Provide technical support of all TWC products and services, including internet and advanced technical phone support for our Field technicians activation/initialization of video/internet/phone service.

* Diagnose and resolve software/hardware problems including identifying customer premises equipment.

* Resolve specific technical issues regarding more advanced aspects such as the NIC, PC settings, server data and boot files and installing hardware and drivers.

* Analyze customer history data to determine which solutions have been tried and provide alternative recommendations.

* May need to provide quota and routing support.

* May perform other related duties and responsibilities as assigned and/or required.

Job Requirements:

- High School Diploma or Equivalent is Required; and zero to three months related experience and/or training; or equivalent combination of education and experience.

- Ability to read, write and comprehend simple instructions, short correspondence, and memos.

- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

- Ability to deal with problems involving several concrete variables in standardized situations.

- Must possess good communication skills, and have the ability to relate to commercial customers in a positive and problem-solving attitude.

- Ability to function in a multi-tasking environment supporting divergent groups providing 24x7 support for commercial customers in the hospitality, business, military, governmental, VIP, SOHO and special community sectors.

- Knowledge and experience using the current company billing system

- CSG along with Microsoft Excel, Word, Outlook and Office skills.

- Fluency in Spanish a plus.

- Knowledge and experience using Close Tab's and Microsoft Access a plus.

- Past commercial sales, marketing, or service experience desired. Cable modem operation, setup and troubleshooting a plus. HFC cable network operation and troubleshooting skills a plus. Data networking knowledge a plus.

FCC Unit_TWC: 7532

Controlling Establishment ID: 00392 - Costa Mesa Paularino Ave

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

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