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Cincinnati Bell Dispatch Avoidance Agent in Cincinnati, Ohio

Position : Dispatch Avoidance Agent

Location : Cincinnati, OH

Job Purpose

  • Will be required to use various company applications to review and research scheduled customer dispatches (repair, no access, and upgrade/downgrade service orders)

  • Will be required to help customers troubleshoot and resolve service issues over the phone to avoid unnecessary dispatches

  • Will be required to aid in research and troubleshooting of customer's service issues

  • May be required to track some dispatches through completion and follow-up with customer to ensure great customer experience

  • Will be required to reschedule previous day's no-accessed customers who still require a visit, or cancel those who no longer need a visit

  • Will be required to schedule customer dispatches

  • May be required to contact customers who have had repeated visits, after their last appointment as a health check

  • Will be required to report results of each customer dispatch reviewed for tracking and recording interactions

  • Will be required to support cross functional teams on various projects/initiatives

  • Will be required to train incoming, temporary DAAs to perform the dispatch avoidance tasks as part of their light duty assignment

  • May be required to load work on Google Docs for DAA self-distribution

  • May be required to perform other related duties

Experience/Background

  • Demonstrated experience in troubleshooting copper and fiber service issues in the field

  • Demonstrated customer service experience

Demonstrated experience in using the following applications a plus:

  • Excel

  • Word

  • Loopcare

  • Talon

  • Aegis Web

  • Swoop

  • Provision Center

  • Triad Lite

  • Granite

  • CATD

  • I-Glass

  • Dashboard

  • IQAS

  • Pace/Eco Assist

  • Looking Glass

Work Environment

  • Work Location: 7th Street

  • Normal tours of 8 hours; facility will be open 12 hours a day; may be required to work day or evening shift; weekend and holiday shifts a future possibility

  • Office work environment; will be required to sit for long periods of time

Cincinnati Bell has been connecting what matters for more than 145 years. We are a leading technology company that delivers integrated communications solutions to residential customers and end-to-end IT solutions to business customers across North America. Our 4,300 employees across the United States, Canada, India, and the United Kingdom help the world connect, and support the communities we serve through an extensive fiber network and cloud-based solutions. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. Cincinnati Bell offers amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

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