I&R Dispatcher

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 197 communities and more than 60,000 customers in Arkansas, Tennessee, Texas, Missouri, Kentucky and Louisiana. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience.

We are looking for an experienced I&R Dispatcher to join our team!

General Summary:

This role monitors systems for incoming orders and assigns service orders to technicians and contractors, and verifies that steps required for the job have been met before scheduling. Coordinates with other departments and customers to accomplish a correct and timely work order, while also maximizing effectiveness of the scheduling process. Schedules all projects in Time Management and notifies applicable departments / individuals of job delay or completion.

Essential Job Functions:

• Monitors and maintains scheduling of incoming work orders. Escalates to supervisor any quantity, quality or timeline issues regarding incoming dispatch work orders that need additional approval;
• Works in conjunction with customer service representatives, service delivery coordinators and inventory control to ensure the accuracy of work orders and the availability of resources (technicians and equipment), and the clarity of communication to fulfill customer expectations;
• Prioritizes, organizes, schedules, and reassigns work orders for installation, service, and repair to meet special requirements and urgencies. Monitors re-dispatch queue including equipment needed to complete work order;
• Verifies that proper technicians are assigned to work order;
• Communicates with appropriate department regarding technician status;
• Coordinates cable contractors including necessary documents needed for them to complete order;
• Enters work orders into the system, ensuring all information such as arrival time, completion time are captured correctly;
• Updates the system to reflect the daily route progress;
• Creates various reports for management such as analyzing the number of tickets closed or the number of work orders per technician;
• Performs all other related duties as assigned by the Service Delivery Manager.

Knowledge, Skills, and Abilities:

• Knowledge of general office practices and procedures;
• Knowledge of company policies and procedures;
• Knowledge of company products and services;
• Knowledge of written communication practices, procedures and formats;
• Knowledge of various operating systems, Word, Excel, Explorer and Outlook;
• Skill in creative problem solving and working with others to achieve results;
• Skills in prioritizing and completing multiple projects;
• Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems;
• Skill in oral and written communication;
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner;
• Ability to handle multiple tasks, work under pressure, and meet organizational deadlines - high level of customer service urgency and ability to deal with expedited issues;
• Ability to pay close attention to detail;
• Ability to follow written and oral instructions;
• Ability to prioritize tasks and practice effective time management.

Education and Experience:

High school diploma or GED required. One to two years previous experience in dispatching or coordination/scheduling of resources preferred.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!