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Cincinnati Bell Dispatch Support Clerk in Cincinnati, Ohio

Position : Dispatch Support Clerk

Location : Cincinnati, OH

Primary Duties

  • Route/Assign installation and repair work activities to field technicians

  • Proactively monitor the dispatch system to ensure field technician compliance

  • Works with Field Team Leaders to address dispatching issues

  • Works with LAC, IT, OST and Engineering to resolve service order flow issues to the dispatch system

  • Assist in obtaining additional resources to resolve problems

  • Reassign field resources based on workload and customer need

  • Analyze repair or installation work items when required

  • Analyze and assist technicians with cable plats

  • Retest or recommit work items when required

  • Support field technicians with activating/adding/removing/changing services, STBs, Gateways and ONTs

  • Update and complete service orders

  • Take calls from customers and internal groups regarding status of orders, appointment verifications, expedites, reschedules, no access, equipment delivery, complaints, and bill adjustments, etc.

  • Enter and schedule MTU removals, POTS splitters and wiring tasks

  • Create repair tickets for dispatch to field technicians

  • Contact customers when service orders cannot be installed because of facilities, slots and ports, held orders, b-wires, etc.

  • Change status on held orders

  • Monitor and investigate held and pending service orders for possible reschedule or cancel

  • Type service orders

  • Works with LAC, NOC, SCCC, Business Office, Field Sales, OST and other cross functional teamsters

  • Reschedule Third Party Vendor (3PV) visits if required

  • Update, complete and distribute service orders as required

  • May be required to cross train others

Experience/Background

  • Demonstrated experience using Loopcare testing systems

  • Demonstrated experience working with installation and repair dispatch

  • Demonstrated experience working with various CBT systems (OWM, TALON, FAAR, COCRIS, AEGIS, CATD, ONDEMAND,PREDICTOR, ETADIRECT, WORKBENCH, TROUBLE EVALUATOR, SWOOP, TRIAD, TRIAD LITE, CNR, THE SCHEDULER, CMS, LOOPCARE and SOE)

  • Demonstrated experience with complex business services and products

  • Demonstrated experience with Microsoft Windows OS (Excel, Word, Access)

  • Associate's Degree in a related technical field would be beneficial

  • Excellent customer service skills demonstrated in customer contact position

  • Excellent oral and written communications skills necessary

  • Demonstrated experience with Service Orders (business and residence

  • Exhibits a high level of leadership and problem solving skills

  • Ability to multi-task in fast paced environment

Work Environment

  • Work location: Dana Garage

  • May be required to work day, evening, or night tours

  • May be required to work overtime, emergency callouts, weekends, and holidays

  • Will be required to wear a head set for duration of tour

  • Work is confined to a work station with PC and constant communication over telephone

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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