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Dispatcher

Reports to: Installation and Dispatch Manager
Department: Installation and Repair
Location: Massillon, Ohio
Type of Position: Full-time
Hours:  M-F 10 am – 7 pm
Compensation: Hourly (based on experience)
Posting Period: until filled

About MCTV

MCTV “goes the extra smile” for its customers, adding high-touch service to high-tech telecommunications. Since 1965, MCTV’s 170 local employees have been serving their neighbors with a full complement of advanced broadband products including High-Speed Internet, Digital TV, residential and commercial phone, television advertising, dedicated fiber optic connections and security systems. More than 47,000 homes and businesses in Stark, Wayne, Summit, Holmes and Tuscarawas Counties rely on MCTV for their telecommunications needs.

Description

Responsible for daily routing of work orders and service calls ensuring the Installation and Repair Technician and Safeguard Technician routes are meeting company commitment to customers.

Essential Duties and Responsibilities

In this role, the Dispatcher has primary responsibility for:

  • Completing, cancelling or re-assigning work assignments for I/R Technicians and Safeguard Operations
  • Building and editing work orders
  • Informing management of potential scheduling issues
  • Supporting internal and external customers via phone
  • Supporting escalated requests from the Call Center
  • Communicating any tasks or referrals with the I/R Tech in the designated area
  • Contacting customers to confirm appointments
  • Identifying unnecessary service calls related to known issues and takes appropriate action
  • Analyzing network connectivity
  • Analyzing signal levels

The Dispatcher must successfully utilize the following tools/equipment in order to complete their responsibilities:

  • Workforce Management System
  • Telephone
  • Billing System
  • Various custom and off the shelf software systems

Qualifications

  • Must submit to successfully complete background check and drug test
  • High School Diploma or GED required
  • Previous experience using various types of PC software and hardware is required
  • Previous experience in Customer Service is required
  • Previous experience dispatching personnel in a high-volume environment preferred
  • Previous cable/telecommunications or related experience preferred
  • Previous experience and willingness to learn a variety of computer programs
  • Ability to multi-task with a variety of systems, tools, customers and co-workers
  • Excellent verbal communication skills

Diverse Workforce/EEO

MCTV recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees. MCTV requires a drug test, background check, employment and education verification as conditions of employment. MCTV is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non- job related handicap or disability, or any other legally protected status.

To Apply

Interested candidates may send completed application or cover letter and resume to jobopenings@MCTVOhio.com (please include job title in your email), or to the following address:

MCTV
P.O. Box 1000
Massillon, Ohio 44648-1000

Benefits include medical, vision, dental, life insurance, profit sharing, holiday and vacation time.