Job Description Dispatcher 2 (Tullahoma, TN)

Job number -1303114

Description

  

DIRECTV is currently seeking a Dispatcher to join its Tullahoma, TN team.

 

The Dispatcher 2 position is responsible for taking all necessary steps to resolve customer issues as escalated from the DIRECTV Call Centers.  This includes utilizing Siebel/RIO software to track and status Field Service Requests and ensures that customer escalations are satisfactorily resolved within the appropriate SLA.  Interaction with technicians and local offices is required.

 

Essential Duties and Responsibilities include: 

• Follows all Dispatch policies and procedures, including resolution of customer issues (FSR) within required time frame.
• Answer phone promptly and professionally.
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document the interaction in Siebel/RIO.
• Maintain a balance between company policy and customer benefit in decision making.
• Processes and evaluates information received, prioritizes calls or activities and escalates issues accordingly.
• Follow up with technicians or local sites as needed to resolve customer issues; contact customers to follow up on issues or questions.
• Make sure technicians are following procedures correctly; document issues for management.
• Notify technicians of issues with activities (reschedules, cancels, etc) prior to the scheduled arrival time.
• Must meet or exceed the minimum performance standards.
• Cross trained to support Dispatch 1 and 3 duties and responsibilities, though the preponderance of daily work is related to customer service via escalation resolution.
• Other duties as assigned.

Qualifications

  

• High school graduate or equivalent.
• 1+ years customer service and dispatch experience required.
• Ability to speak clearly, concisely, and to communicate effectively in a courteous and professional manner.
• Must be able to multitask under pressure - coordinating simultaneous mental, manual, and visual activities.
• Skill in observing situations analytically and objectively, and relaying details accurately.
• Basic math and reading ability, basic computer skills.
• Ability to meet attendance schedule with dependability and consistency.
• Willingness to work a flexible schedule to include weekends, possible holidays and occasional overtime when needed.
• Must have a negative pre-employment drug test.
• Criminal and MVR backgrounds must meet company hiring criteria 

Job

 Home Services

Primary Location

Tennessee

Schedule

 Full-time