WFM Dispatcher
Bristol, VA
 

Summary:

This position is responsible for coordinating and dispatching service calls for all Point Broadband departments. This role ensures the timely scheduling and assignment of field technicians while maintaining efficient communication between departments, emergency personnel, and customers.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Coordinate and dispatch service calls to field technicians for installations, maintenance, and troubleshooting.
• Schedule outside personnel using workforce management software.
• Address overdue orders in coordination with Sales, Customer Care and Field Personnel.
• Build and manage installation and trouble-call schedules using Field Service Lightning (Salesforce).
• Stay updated on on-call lists for various departments.
• Assist with troubleshooting issues within Field Service Lightning (Salesforce).
• Stay informed about best practices in workforce management and scheduling.
• Participate in training on new products and services.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• High School diploma or equivalent required.
• Associate’s degree in related field preferred. (Information Technology, Computer Science, etc.) preferred.
• Must be able to perform in a high stress environment.
• Proficient with Microsoft Word, Excel, and Outlook.
• Previous dispatch experience preferred.
• Experience in telecommunications, network support, helpdesk and/or data experience preferred.
• Shift days and hours may be subject to change. Periods of overtime hours and night and weekend work may be required.

Physical Demands/Working Conditions:

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

• Must be able to talk, hear, and communicate effectively.
• Required to use close vision, see colors, and be able to focus.
• Required to use hands to type, handle objects and paperwork.
• Required to work indoors with the occasional need to travel.
• Required to perform computer functions and operate routine office equipment.
• Required to perform moderate walking throughout the Point Broadband’s facilities.
• Required to sit or stand for extended periods.
• Must be able to physically lift various equipment up to 25 or more pounds.
• Overtime may be required during times of high workload, outages, or staffing shortfalls.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*