Job Information
GCI Communication Corp Field Operations Dispatcher I in Anchorage, Alaska
*This role is open for teleworking but the selected candidate must work Alaska hours. Current schedule is Tuesday thru Saturday, 10am to 7pm AKST. Schedules may be subject to change based on the department's needs.
GCI's Field Operations Dispatcher I will manage dispatching and logistical support for GCI’s internal, external, and subsidiary services for residential and professional service assignments. Arrange, manage, and monitor schedules, dispatch workers, work crews, and equipment to appropriate locations for normal installation, service, or emergency repairs. Monitor timely and efficient logistical support ensuring efficient successful implementation.
ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
Prioritize and dispatch timely and efficient client assignments and trouble service appointments.
Monitor queues and schedules, assign tasks, and adjust to changing priorities.
Maintain regular contact with field personnel regarding field and technical issues providing support to adjust service levels based on client calls.
Coordinate logistics for all technicians.
Place outbound calls to clients both pre- and post- services.
Close out work orders, documents, and verify daily logs.
Schedule and resource allocation for implementation, ensuring daily routes meet drive time, on-time guarantee, productivity, and skill set.
Maximize technicians’ quotas and minimize the need for overtime and contractors.
Coordinate and ensure proper assignment of department tools, vehicles, maintenance, and weekly inspections.
COMPETENCIES:
ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
Ability to function as part of a team and promote teamwork among fellow employees across functional lines.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
Ability to verbally relay accurate information to installer from computer screen and verbally coordinate with customer to determine acceptable time for installation or repair service.
Ability to accurately complete written reports, clearly summarizing daily service activities.
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
Ability to maintain confidential information pertaining to customer files and demonstrate compliance with security measures for company assets, equipment and supplies.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
Ability to develop and maintain a positive professional rapport with customers.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Ability to read, accurately interpret, summarize, and synthesize computer generated customer account information, blue book, and basic design map information.
Ability to interpret information received from multiple sources, making appropriate independent decisions within realm of responsibilities.
Ability to organize daily and multiple tasks efficiently within time restraints.
Familiarity with geographical areas and landmarks.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
Knowledge in Netcracker customer service/system monitoring database or equivalent, GPS map tracking software, and OFSC preferred.
Additional Job Requirements:
This is an entry level position working under close supervision. Responsible for managing dispatching and logistical support to the company’s internal, external, and subsidiary services for residential and professional service assignments.
Essential Duties:
Responsible for timely and efficient dispatching of customer assignments and trouble service appointments. Monitor work queues and schedules, assigning tasks to include repair requests, and scheduled and unscheduled implementations with changing priorities. Contact field personnel regularly on field and technical issues. Coordinate with project managers and other dispatch teams inside of GCI. Coordinate and create tickets in multiple ticketing systems supported by GCI.
Contact clients via phone and email for all scheduling needs. Update and close work orders, document change from client sites, and verify daily logs. Provide thorough updates on individual tickets and for daily ticket report.
Ensure daily assignment of department tools, vehicle, and scheduling of maintenance and weekly inspections.
Maintain an accurate resource calendar.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
High School diploma or equivalent.
Minimum of one (1) year of experience in general office, customer service, or other relevant work experience. *
Preferred:
Minimum of six (6) months dispatch experience in a service, technical support, or task management environment.
Progressively complex dispatch skills.
Associate degree in related field.
Telecommunications experience.
Relevant telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
Work is primarily sedentary, requiring daily routine computer usage.
Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
Ability to accurately communicate information and ideas to others effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Ability to make valid judgments and decisions.
Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
Must work well in a team environment and be able to work with a diverse group of people and customers.
Virtual workers must comply with remote work policies and agreements.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.