Customer Support Agent/ Utility Dispatc

Customer Support Agent/Utility Dispatcher

Job Summary

PEAK Internet, the Willamette Valley’s premier fiber Internet Services Provider, is looking for an amazing team member to join our Customer Support/Utility Dispatch team. This is a full-time, 40-hour-per-week position. The regular schedule is Friday through Monday, from 9:00 a.m. to 8:00 p.m., consisting of four 10-hour shifts and working out of both the Lebanon and Philomath offices. We offer competitive compensation, a comprehensive benefits package, a four-day workweek, and opportunities for career advancement

Working independently and collaboratively with others, the Customer Support/Dispatch Agent is our first point of contact for all new and existing customers. PEAK empowers our Customer Support Agents to handle all calls. From technical questions and troubleshooting to new services and billing inquiries; our Customer Support Agents handle it all! All employees are expected to maintain an elevated level of trust, integrity, and ethical standards.

Essential Functions Of The Position

The essential functions of this position require prioritizing and completing all assigned tasks in a timely and efficient manner, adjusting for changing priorities and availability of resources, and demonstrating initiative in identifying additional job-related tasks to be completed when time permits.

• Contribute to a successful work group through positive interactions, active listening, meaningful collaborations, and the constructive exchange of ideas designed to meet or exceed the organization’s strategic goals.
• Communicate in a professional, respectful, and courteous manner with all employees, and customers, via phone, email, social media platforms and other communications methods.
• Complete special projects and other duties as assigned to meet team, department and organizational goals while actively demonstrating accountability and responsibility for achieving desired outcomes and measurable results.
• Ability to work in a high stress environment and dispatch for emergency and electric utility related issues for our parent company.
• Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.
• Must be willing to work a flexible schedule, including evenings, holidays, and weekends.
• Must have reliable transportation.
• Track and monitor crews in the field by 2-way radio or telephone.
• Maintain, edit, and update a log of calls and messages received and transmitted.
• Understand and promote PEAK Internet products and services.
• Ability to take complex information and explain it in simple terms.
• Represents PEAK in a manner conducive to good public relations.
  
  

Position Requirements

Required Education and Experience

• High school diploma or GED.
• Minimum one year's experience in sales, customer service or technical support.
  
  

Preferred Education And Experience

• Experience dispatching crews
• PC and Mac support experience
• Knowledge of iOS, Android, and mobile devices
• Knowledge of Windows and Microsoft Office environment.
• Proficient in social media platforms including Facebook and Instagram.
  
  

Knowledge, Skills & Abilities

• Ability to explain complex technical solutions in a clear and straightforward way to non-technical consumers.
• Excellent oral and written communication skills necessary to communicate clearly and effectively with internal and external customers, vendors, contractors, and other diverse audiences while providing exceptional customer service.
• Strong technical, troubleshooting, problem solving, and analytical skills, combined with the ability to prioritize tasks.
• The ability to multitask is also essential while remaining flexible with changing priorities.
• Working Knowledge of residential gateways and wireless subscriber technologies
  
  

Availability, Physical Demands, And Other Requirements

Availability and Accessibility

Due to the nature and scope of the essential functions, the importance of personal interactions with coworkers and members of the public, and the availability of job-related tools, equipment and resources at work, performance of the essential functions requires regular, consistent availability, accessibility, and presence on-site.

Approximately 40 hours / week may be required to efficiently perform the job duties of this position, including presence at designated internal and external meetings. This position may also require availability and accessibility to respond to and address emergencies and critical situations outside of normal business operating hours in the evenings and/or during weekends.

Physical Demands

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

• Receive, understand, evaluate, and appropriately respond to communications from employees, and members of the public using available technology, in person and in a public setting when necessary.
• Maintain a professional and respectful communication style to ensure reactions and responses to both emergency and non-emergency situations serve as an example to others of appropriate workplace communications.
• Provide intellectually sound and well-reasoned answers, recommendations, and solutions to identified business problems, issues and/or questions. Efficiently and quickly analyze, process, manipulate, and accurately record extensive amounts of data (some of which is technical in nature) and other information that serves as the basis for this position.
• Occasionally lift, transport and/or move up to approximately 15 lbs. in the performance of regular duties and occasionally up to 50 lbs. Must be able to sit for extended periods and perform regular keyboarding and office activities for your entire shift. Occasional bending, stooping, kneeling, climbing, and descending a stepladder may also be required.
  
  

Environmental Conditions

The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this position. This position primarily works in a temperature-controlled office environment. Our office space includes traditional office lighting and office furniture, consistent and frequent noise, interruptions, and other similar distractions.

Disclosures

This job description is not an employment agreement or contract. It is intended as a general guide to the job duties and tasks the person in this position may be asked to perform as part of our PEAK team. It is not an exhaustive list of all the job duties or responsibilities that may be assigned to this position. Position descriptions may occasionally be updated, as necessary, to reflect evolving business needs, and such changes may not be reflected immediately in written form.

Refusal or unwillingness to perform duties and tasks assigned in a positive, professional, and productive manner, even if seeming to fall outside of this description, may be considered insubordination and a violation of PEAK policies and expectations.

PEAK is an equal opportunity employer.