Altice Usa Careers – Virtual Dispatch Rep

Job Description:

The Virtual Dispatch Center Rep provides professional, courteous, responsive and accurate service to Altice customers. Demonstrated proficiency in all products, services, and equipment and the ability to use multiple systems simultaneously is required. You will be responsible for troubleshooting and supporting technicians in the field. Routine responsibilities include handling incoming calls/tickets from Field Technicians, modifying work to reflect customer changes, error corrections, notating customer account records and closing work orders. Transactions will range from basic troubleshooting questions to solving issues relating to the installation and service of our products.

Job Responsibilities:

• Responsible to ensure accurate data entry and coding in order to facilitate technician work processes, minimize billing errors and fulfill customer orders.
• Deep level of understanding and effective use of all required tools, databases and applications.
• Answer ticket requests from the technicians that entail requests to activate routers, reschedule appointments, cancel appointments, provision equipment and troubleshoot service issues.
• Inform COMM Desk of outage situations and provide accounts and symptoms for the posting of the outages.
• Answer phone calls from the technicians supporting the functions of provisioning, rate code adjustments, order/address corrections, troubleshooting features, order creations to allow the technicians to complete their jobs
• Achieve performance metrics including: Efficiency, Quality of Service Delivery, and Knowledge Check assessments
• Mentor other representatives on VDO job functions.
• Demonstrate analytical proficiency and exercise empowerment (take ownership) in resolving issues on first contact.
• Escalate any issues to the NOC or engineering that cannot be resolved

Job Requirements:

• Excellent analytical, problem solving, troubleshooting and conflict resolution skills.
• Minimum of 6 months customer service experience in an environment similar to Altice. Knowledge of Company database applications, such as but not limited to, IDA as well as proficiency with MS Office Suite and experience using software applications such as Excel, Word, Powerpoint, trouble ticketing systems, and email.
• Strong time management skills.
• Ability to handle external customer service calls and effectively resolve complaints.
• Ability to use judgment & make independent decisions.
• Previous work experience in a fast paced, performance-measured environment while managing multiple functions required.
• Requires flexibility to work evenings, weekends, holidays, and changes in shift depending on the needs of the business.
• High school diploma or equivalent. Some College preferred.
• Position requires focus on specialized tasks, engaging in customer communications and sitting for extended periods of time.
• Ability to work in a fast paced, ever-changing environment, performance-measured environment.
• Current “Satisfactory” review, and no corrective actions within the past 12 months

Job Details:

Company:  Altice USA

Vacancy Type:  Full Time

Job Location: Bronx, NY, US

Application Deadline: N/A

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