Field Operations Dispatcher; Fiber to - FTTH- ISP- Customer Service

Position: Field Operations Dispatcher (Fiber to the home- FTTH- ISP- Customer Service)

About the Role

The Field Services Center Install Save Desk supports the dispatch and technical support of installation and repair of GFiber services. Your primary responsibilities require the use of service support software such as Salesforce – Service Console and Oracle Field Service Cloud (OFSC), and the ability to work through same‑day challenges that prevent technicians from completing installations.

Qualifications

• 3 years in a installations dispatching support environment
• 3 years of experience managing relationships with a variety of contractors and vendors.
• 3 years of experience in GIS or equivalent mapping systems.
• Ability to work non‑standard working hours including weekends, holidays, and differing work rotations/shifts.
• Experience using a computer in a professional setting.
• Experience with field services dispatch in telecom or similar industry.

Responsibilities

• Drop readiness for install checks and follow up.
• Coordinate with Vendor Dispatchers to resolve quota availability for scheduling.
• Contact customers to coordinate scheduling.
• Coordinate multiple repair and maintenance resources for repair and maintenance.
• Coordinate install fulfillment dispatch and handle calls from technicians.
• Have knowledge of in‑home installation procedures.
• Navigate complex customer interactions with exceptional client service, professionalism, and thoroughness.
• Reason through ticket prioritization.
• Maintain established KPI’s for installation job competition rates.

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