What are the responsibilities and job description for the Customer Service Dispatcher position at Conxxus?
Customer Service Dispatcher
Department: Customer Support Team
Reports To: Customer Service Dispatch Manager
Location: 8 South Washington Street Sullivan, IL (Onsite, not remote)
Position Summary:
The Customer Service Dispatcher plays a critical role in overseeing and optimizing the technician dispatch and drop scheduling process for Conxxus operations. This position is responsible for prioritizing and scheduling daily work, supporting the dispatch and field teams, and serving as a key point of contact for interdepartmental coordination. The Dispatcher ensures timely completion of work orders, efficient task management, and continuous process improvement.
Key Responsibilities:
- Daily Scheduling:
Pull, prioritize, and schedule a minimum of 10 drops per day per crew for their region.
- Task Follow-Up:
Walk back and resolve drops with Field Service Task Outcomes other than "Job Complete" to ensure proper follow-through.
- Task Assignment:
Monitor Metro Defects and Fiber to the Home Construction queues for Conxxus and assign tasks to the appropriate technicians.
- Customer Support:
Act as the primary point of contact for all Conxxus Enterprise drop requests and customer-related dispatch inquiries.
- Process Improvement:
Collaborate with management across departments to develop and implement best practices for dispatch workflows and drop management.
- Trouble Ticket Management:
Assist in locating available technicians to address trouble tickets as they arise.
- Cross-Departmental Support:
Serve as a point of contact for dispatch, Customer Service Representatives (CSRs), Tier 1 (T1), and Tier 2 (T2) teams for process and system questions.
- System Implementation:
Participate in the NetSuite Implementation Team, assisting with field service-related issues and system transitions.
- Backlog and Capacity Management:
Analyze drop backlog and capacity, assigning drops to contractors as appropriate, and monitor contractor performance for turnaround time and completion.
- Contractor Coordination:
Act as the point of contact for contractor-related questions and process support.
- Process Development:
Partner with cross-functional teams to develop and implement a scalable Multi-Dwelling Unit (MDU) dispatch process.
Qualifications:
- 2 years of experience in dispatch, customer service, or related operational roles.
- Strong understanding of dispatch systems and scheduling best practices.
- Excellent organizational, prioritization, and problem-solving skills.
- Ability to work collaboratively across departments.
- Strong communication skills with both internal teams and external contractors.
- Experience with NetSuite or similar field service management platforms is a plus.
- Prior leadership or team support experience is preferred.
Skills & Competencies:
- Customer-focused mindset.
- Strong attention to detail.
- Ability to manage competing priorities in a fast-paced environment.
- Effective trainer and mentor for new team members.
- Proficient in Microsoft Office Suite and dispatching software.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $18 - $20