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Dispatcher I

Company Name:
Suddenlink
Position Description Suddenlink Communications(TM) is a top-10 U.S. cable broadband provider, supporting the information, communication and entertainment demands of approximately 1.3 million customers. In a growing number of markets, Suddenlink offers digital TV, high-speed Internet and telephone service for the home and office. We are seeking Cable/Telecommunication Industry Professionals with the Right skills and Right attitude that excel in an environment that puts people first and thrives in a fast-paced, progressive environment.
Honesty & Integrity - Family First - Creativity- Customer Service - Positive Attitude & Excellence - Take Pride - Knowledge & Skills- Corporate Citizenship - Care About Others-
JOB SUMMARY
"Under minimal supervision, the Suddenlink Dispatcher I monitors scheduled installations and service calls. Attends to multiple sources of information in a communication center. Position Requirements ESSENTIAL JOB FUNCTIONS
"
Provides quality internal and external customer service surrounding Suddenlink's values
Prioritizes and dispatches customer service requests to available technicians; services as liaison between customer and technician
Communicates with technicians by phone, pager or e-mail to monitor completion of scheduled jobs and identify available time slots, unfinished jobs, overbooking and inefficiencies
Assigns or re-assigns jobs to technicians as required to meet customer commitments
Contacts customers to verify scheduled appointments and reschedule missed appointments
Performs post-appointment customer satisfaction calls
Provisions equipment
Provides customer assistance to resolve service problems and avoid unnecessary service calls
Notifies technicians of system outages or problems and maintains schedules of service outages
Reconciles completed work orders to the billing system
Reconciles customer accounts to the billing system
Completes work orders summary reports and other records
Resolves or escalates dispatch challenges as appropriate
Records, verifies, and/or corrects service order information on record via billing system
Maximizes sales opportunities by identifying customer needs and offering products solutions
Promotes current marketing campaigns
In some locations, may perform all duties of Customer Care Representative I - Retail
Greets and serves customers with the highest degree of courtesy and professionalism
Determines customer needs in order to sell or upgrade services
Demonstrates services and educates customers on products and equipment
Explains bills and Suddenlink policies and procedures concerning prices, billing and service accurately
Establishes customer accounts using the applicable billing system
Enters pertinent information accurately to customer accounts including credits, payment and billing information
Processes customer payments accurately and balances daily transactions according to established cash management procedures
Accesses customer databases or other electronic files and/or paper reference material to locate customer records and research account history
Maintains accurate inventory of customer-premise equipment
Issues and receives, and maintains records of customer-premise equipment
Troubleshoots service-related problems with customers; tests customer-premise equipment
May contact customers regarding Suddenlink services
Performs other duties as assigned
Ability to read, write and communicate orally
Near vision acuity required for extensive use of PC, calculator and reference materials
Ability to perform repetitive motions of the wrist, hands and fingers to use a PC keyboard calculator, fax and other standard office machines
Ability to sit and/or stand for extended periods of time
Ability to lift up to 15 pounds
JOB QUALIFICATIONS
"
High school diploma or equivalent
Proficiency in using a Windows-based computer
Keyboarding skills
Ability to prioritize and organize effectively
Ability to multi-task
Ability to work independently and with others
Bi-lingual proficiency preferred in some locations
WORK EXPERIENCE
Customer service and/or sale experience preferred
WORKING CONDITIONS
"
Ability to work in climate-controlled areas
Exposure to typical office environment
It is the policy of Suddenlink Communications to seek and employ qualified personnel in all job classifications in a manner which will ensure equal employment opportunity, and to administer all personnel actions in regard to its employees in a manner which will not discriminate against any person on the basis of race, color, religion, national origin, age, sex, disability, or any other classification protected by law. All applicants who are offered a job with Suddenlink Communications will go through a background and drug screening as part of the pre-employment process. Suddenlink Communications is an Equal Opportunity Employer / Affirmative Action Employer. _Job ID #:_ 7050
Location: AR - Cabot
Functional Area: Telecommunications
Department: 3600 - Dispatch
Position Type: Full-Time Regular
Education Required: High School Diploma or GED
Experience Required: Less than 1 year
Relocation Provided: No

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