Dispatch Associate

Position Title: Dispatch Associate

Union: IBEW 89

$13.02 to $27.05 hourly DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers - and each other - better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.

Job Summary

Dispatchers are part of a team that strives to deliver outstanding service to customers requiring technician assistance. The dispatcher's main duty is to monitor the dispatch system to ensure orders and repair tickets are available for technicians and that customer commitments are met. Dispatchers work with other departments to escalate emergency repairs; correct orders and tickets; and resolve issues that could cause a negative impact on our customers. Direct customer contact is necessary to inform customers of potential provisioning or trouble issues, troubleshooting/isolation, access arrangements, or other customer impacting information.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

• Interprets, analyzes, schedules, dispatches, and routes available field forces for the completion of simple and complex orders / tickets.

• Utilizes menu-driven computer graphic mapping systems and monitors service order appointments / repair ticket deadlines, deployment status, and alerts and coordinates and/or reassigns field forces to avoid jeopardy situations.

• Interact with technicians via phone and chat messaging to answer questions and provide information.

• Create and/or update service orders and trouble tickets.

• Follows all appropriate Company policies, and procedures.

• Works under direct supervision. Advises supervisor of unusual conditions

• Flexibility to work varied hours/days Sun-Sat

• May be required to perform additional duties and tasks as required by the Company.

Qualifications:

• High School Diploma or equivalent

• 2+ years of Telecom industry experience

• Basic keyboard skills, alpha and numeric

• Able to simultaneously operate computer while holding conversation.

• Fundamental knowledge of dispatching techniques

• Demonstrated effectiveness to interpret maps.

Knowledge, Skills, and Abilities:

• Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.

• Ability to multi-task and collaborate effectively with other personnel to meet deadlines.

• Strong verbal and written communication, attention to detail, and organizational skills.

• Ability to work within critical deadlines.

• Ability to adjust to rapidly changing priorities and schedules.

• Ability to provide excellent customer service.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 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.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.