The Role

A Dispatch Specialist at Lumen is responsible for monitoring workflow and load for technicians and for evaluating and reassigning work as needed.

You will provide updates and status information on the progress of work and escalating as appropriate.

This is a Hybrid Work From Office / Work From Home position. You will work an overnight shift position from 6 : 00PM to 7 : 00AM Mountain Time Zone.

The work week is 4 days on and 3 days off with a rotating schedule which will include some weekends and holidays.

The Main Responsibilities

• Monitor workflow and load the work to qualified technicians.
• Evaluate and reassign work to available technicians as needed.
• Provide updates and status information on the progress of work.
• Attempt to ensure all commitments are met, escalating as appropriate.
• Read and analyze service orders and repair tickets to dispatch to the appropriate technician based on the company criteria.
• Ensure that service orders and repair tickets are processed accurately, closing them as necessary.
• Verify and / or clarify conflicting information on tickets with testers.
• Screen work as needed so that technicians can be dispatched.
• Work with other departments to facilitate the completion of orders and proper processing of work.
• Communicate with residential and / or business customers to reschedule missed appointments, recommit work, or advise customers of order / repair status.
• Respond to incoming calls and chats.
• Utilize numerous internal systems to perform required work.

What We Look For in a Candidate

Work Environment

• Share room with others doing similar work.
• Primarily performs work duties sitting or standing at a workstation utilizing a telephone headset and computer for extended periods of time.
• Ability to work varying shifts and hours including possible mandatory overtime and holidays.
• May perform the same job tasks many times a day.

Compensation

Minimum Hourly Wage $13.05

Maximum Hourly Wage $23.08

Requisition # : 333462 Background Screening This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be : (a) required to join the union and pay union dues as a condition of employment;

or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

Equal Employment Opportunities

Last updated : 2024-04-28