DISPATCH MANAGER

Zito Media currently has an opening for a Dispatch Manager in the Coudersport office. This position will manage the day-to-day operations of the dispatch department. Must be able to work across multiple organizations to bring issues to resolution for all Field Technicians in regards to Service, Installation and Outage Repair work that is performed on a daily basis.

• Improve results by studying, evaluating, and re-designing processes; monitoring and analyzing results; implementing changes.

• Ensure EEO compliance with all hiring decisions

• Research and adjustment of work orders.

• Maintenance of the customer database by making correct and timely entries during and immediately following each customer contact.

• Timely updates of actions and events in the field that may impact customers and/or Call Center Representatives.

• Maintain the scheduling calendar.

• Communicate effectively with the Call Center, including outages, customer complaints, additional work orders, work order point allotments.

• Identify and expedite emergencies, reacting quickly under a diverse set of circumstances.

• Perform callbacks when reorganizing service/installation schedules and verify when customer is not at home.

• Provide courteous and helpful assistance to customers and prospective customers by maintaining current knowledge of company's general operating procedures, programming packages and marketing efforts.

• Responsible for routing and monitoring work orders to technicians to accommodate customer needs with completion and resolution in the company database on a daily basis.

• The successful candidate will provide phone updates with field personnel; monitor, declare, report, and clear all outages, service calls and installations and taking appropriate actions to respond to complaints or questions accordingly.

• Produce regular reports for pending and completed work

• Perform other related duties and tasks as assigned or as become evident.

• Proficiency with Microsoft Office including PowerPoint and MS Publisher.

• Previous experience in customer service role.

• Superior telephone skills, organizational skills, and communication skills, both written and verbal.

• Must be high energy, positive attitude and comfortable in team environment.

• At least one year of Call Center/Help Desk experience.

• Experience with Cable Television billing system.

• Knowledge of TCP/IP basic troubleshooting commands such as ping and traceroute.

• In-depth knowledge of both Macintosh and Windows operating system.

• One year of experience in dispatch operations, customer service and logistics.

• Demonstrated ability to perform basic computer, converter box and cable modem troubleshooting.

Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas.

Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.