**Description** **“We Push the Boundaries of Possibilities for our Communities** **.”** **Overview of the Position Responsibilities** : The Workforce Management Tech I position holds the responsibility of attaining maximum utilization of internal and field resources through daily workforce management of install and service requests. This role will be responsible for answering incoming calls from field technicians, tech supervisors, tech managers and customer care. The dispatcher is responsible for route verification, closing completed work orders, addressing missed appointments and escalations, quota requests, outages, dispatch of service out work orders, customer contact and updating billing system as necessary. **What You Will Do:** + Coordinate and schedule field technicians for service requests, ensuring efficient allocation of resources based on location, skills, and availability. + Monitors daily progress of Technicians and adjusts routes to accommodate customer additions, rescheduling, and cancellations while providing support to the Technicians throughout the day. + Monitor workflow and load to qualified technicians, evaluating and reassigning work as directed by leadership. + Monitors incoming service requests and prioritize them based on urgency and customer requirements. + Collaborates with the leadership to optimize technician schedules, considering factors such as travel time, workload, and customer expectations. + Monitor technician work progress vs. scheduled appointment windows. Communicates with customers to gather necessary information and provide updates on technician arrival times and service status. + Proactively identifies potential scheduling conflicts or resource constraints and works with leadership to propose solutions to minimize disruptions. + Rescheduling incomplete work orders. Verifying reschedule date via customer contact. + Correctly identify and dispatch outages following established processes and procedures. + Clear outages after service have been restored. Alert personnel via established processes and procedures. + Monitor and dispatch as appropriate service out work order pools. Process includes screening work order pool to ensure that only valid service out work orders are dispatched. Troubleshoot with customers when necessary. + Track outages for reporting purposes and cancel when work order is due to outage. + Follow established processes and procedures for service outs, outages, missed appointments and customer complaints. Provide thorough follow up via ongoing customer contact. + Quota management as appropriate for each market. + Addressing market specific email boxes submissions constantly to ensure customer satisfaction and attention. + Meet or exceed company objectives as they relate to the operations work force management position. + Ability to work scheduled shifts as designated by management to meet business needs. + Meet minimum quality assurance review standards as described by management. + Resolving customer problems over the telephone + Inputs data into various databases used for tracking and reporting. When necessary, records completion codes to provide accurate service history. + Distributes unassigned work to the appropriate field personnel; utilizes the designated workforce management tool. Organizes daily workload by managing the day’s route, assignments and reassigning work as required. + Effectively communicates with field personnel regarding any customer-impacting concerns, minimizing the need for future contacts. + Provides appointment management, i.e., running late calls to technician, providing estimated time of arrivals, and reschedules with customer (including not home and go backs.) + Operates PC to input and retrieve subscriber account data and makes notations as needed in the appropriate management tool. Processes paperwork to issue credits for late appointments as needed. + Other duties and responsibilities as assigned. **What You Will Need:** + High school diploma. + Customer Service experience in a call center required, dispatch experience desired. + MS Office suite, internet software, email communication, ICOMS billing system. + Ability to work independently as well as in a group environment is essential as is the ability to work effectively and efficiently in a call center environment. + Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. **Why Work at Bluepeak?** + Competitive Compensation + Annual Bonus Eligibility + Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k) + Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days + Professional Development With an Emphasis on Internal Promotion + Employee Discounts on Bluepeak Services, Including Internet + Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers! **About Us** We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live. Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.