Dispatch Specialist

Remote from: 🇺🇸 USA
Job function: Product & Operations
Job type: Full Time,
Job posted: 4 Apr 2024
Apply before: 4 May 2024
Industry: Information Technology & Services

The fastest, most secure platform for next-gen apps and data

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

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 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.

You must reside in one of these states for consideration.AZ CO IA ID MN ND NE NM OR SD UT WA WY

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.
Pass/Fail training may be required.

Compensation

Minimum Hourly Wage $13.05
Maximum Hourly Wage $23.08

Requisition #: 333178

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

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