BASIC JOB SUMMARY

The overall purpose of this job is to use logistics in prioritizing and assigning tickets to the appropriate field technicians. The person in this position will develop processes to create operational efficiencies and ensure customer satisfaction and improve their TEC experience. The Logistics Dispatcher will analyze data and metrics to identify problem areas and work closely with the Operations Support Manage to escalate and work toward resolution and perform a variety of tasks. Successful use of a wide degree of creativity and latitude is expected. The Logistics Dispatcher is expected to adhere to regulations, Company policies and values, and to represent themselves and the Company in a positive and productive manner. Adherence to all standard operating procedures, safe work practices as found in the TEC Safety Handbook, and OSHA guidelines is essential to promote safety of all employees.

ESSENTIAL JOB FUNCTIONS

The essential job functions and duties described below may not be the only requirements of the position. It may be necessary to follow other instructions or perform other related duties as required by the company. Occasional travel for Company related work using a personal vehicle or a company vehicle, therefore, a valid personal drivers license and adequate insurance coverage on the personal vehicle is required at all timesReceive, organize, and process service ordersCorrectly building, provisioning, and closing digital service line (DSL) and fiber service ordersInterface with customers to schedule a technician repair or install dispatchSchedule, coordinate, and communicate internal timelines within the service order process to meet or exceed service delivery key performance indicators (KPI)Track and report operational workflows, maintain records of results and feedbackAnalyze data and metrics to identify efficient and problem areas; work with Operations Support to Manager to resolve problemsAdminister and recommend changes for various processes to ensure escalation of operational efficiencyServe as a technical resource in projects and initiatives to ensure successful project implementationMaintain and enhance various reports for OperationsAssist other TEC areas in maintaining service availability and tracking of service order status through applicable TEC systemsAssist other TEC areas to assess service availability for sales requests through TECs online portal for addresses not available

OTHER JOB FUNCTIONS

May receive and process special circuit, hosted private branch exchange (HPBx), and other unique incumbent local exchange carrier (ILEC) and competitive local exchange carrier (CLEC) service ordersSpecial nonrecurring projects as requested by management or other departmentsOther projects and tasks as assigned