Dispatcher 3 - Remote - CA only

Department: Customer Support

Location: Remote: California.

Location Status: Work will be primarily performed remotely from home office. Occasional travel to and work from other Race offices or off-site locations may be required.

Comp: $18 to $24 USD per hour

Who We Are: 

As the leading provider of 10G fiber internet in California, Race Communications is a company built by the needs of the communities that we serve. In collaboration with the California Public Utilities Commission and many non-profit community advocacy groups, we build next-generation fiber infrastructure where others won’t, serving over 30 communities across the state.

Working for Race means being dedicated to bringing cutting-edge fiber internet to rural and urban communities, providing opportunities, enhancing technology, and enabling access for generations to come.

Position Impact:

The Dispatcher plays a critical role in coordinating and managing the efficient deployment of field service personnel and resources. This position involves scheduling, routing, and dispatching teams to meet customer needs and service requirements promptly. The Dispatcher monitors real-time operations, adjusts schedules as needed, and communicates effectively with field staff to resolve any issues or delays. They are responsible for maintaining accurate records, ensuring compliance with company policies and safety regulations, and optimizing routes to enhance productivity.

Qualifications and Experience: 

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• High School Diploma or GED or equivalent combination of education and experience is required
• Minimum of 1-2 years’ experience in dispatch operations, preferably in the telecom industry
• Minimum of 1-2 years’ Salesforce or equivalent required 
• Familiarity of dispatching best practices, with hands-on experience using dispatch software and tools to optimize operations required
• Understanding of safety regulations and industry best practices related to field service operations and logistics management required
• Proven geographical knowledge of service area and ability to read maps required
• Ability to work flexible hours, including evenings and weekends, as scheduled
• Must be able to type 40 words per minute
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficiency in Spanish Language desirable

Essential Duties and Responsibilities: 

Service Request Management:

• Receives incoming service requests from customers
• Assigns appropriate technicians based on skills, availability, and location
• Monitors technician status and keeps customers informed of ETA and service updates
• Maintains accurate records of service calls, including details and technician information

Service Call Monitoring and Resolution:

• Monitors service calls to ensure timely resolution and escalates issues as needed
• Coordinates with other departments to meet service level agreements
• Maintains records of technician availability and adjusts schedules when necessary

Dispatch Operations and Administration:

• Performs administrative tasks related to dispatch operations (data entry, filing, report generation)
• Ensures compliance with company policies and procedures related to service calls, technician safety, and customer service

Continuous Improvement:

• Continuously monitors dispatch operations for opportunities to improve efficiency, quality, and customer satisfaction

Work Schedule and Availability:

• Ability to work flexible hours, including evenings and weekends, as scheduled

Other duties as necessary may include but are not limited to:

• Successfully complete assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal setting
• Be available to participate in internal or external meetings, special functions, and professional development opportunities
• Cross-train and share knowledge with other team members
• Support routine tasks
• Maintain a professional appearance, hygiene, and demeanor
• Performs other related duties as assigned by management