Field Operations - Commercial DirecTV Complex Installation Coordinator

DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a motivated individual to fill one of our key roles as a Field Operations Dispatch Specialist.

General Purpose of Position:

The Field Operations Complex Installation Coordinator is responsible for providing support and assistance to the partners and managing delegated projects to cultivate client and technician office relationships. The position is responsible for work order management, third-party contractor communication, and meeting client expectations and requirements.

Expectations:

Successful performance in this position is critical to the department's positive image, comprehensive success, and efficiency. The Field Operations Complex Installation Coordinator must communicate clearly and accurately through verbal, written, and telephone communication and convey information in an affable and concise manner. In addition, the Field Operations Dispatch Specialist must be able to work independently, be organized, and stay abreast of the needs of the client, company, compliance department, and technician offices in a fast-paced environment. The Field Operations Complex Installation Coordinator is expected to learn and perform their job duties in compliance with company policies and department processes.

This is a full-time REMOTE opportunity
Schedule: Full time, Monday- Friday 10:00 am-6:30 pm CST & 8 am- 4:30 pm CST

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Requirements

• Function with the capacity to complete real-time updates to work orders received from clients on time
• Always support readiness to assign, update, and schedule orders; order equipment, and communicate with technicians, customers, clients, and internal staff
• Use problem-solving skills to resolve issues to prevent escalations in a timely and effective manner
• Effective communication with technicians regarding order status to not allow a customer’s scheduled date to pass without communication to or from the customer
• Take inbound calls from technicians to assist with their install needs or questions as well as custom fee approvals
• Complete order close-out from technicians ensuring 100% accuracy
• Process equipment requests for technicians
• Perform assigned duties to assist with hitting monthly goals
• Effectively use problem-solving skills to assist in escalation resolution
• Keep all systems updated with accurate information regarding orders, tech assignments, and compensation (Sara, Web Tracker, Salesforce, Zendesk)
• Communicate effectively and promptly, to other departments requiring information regarding order status
• Continual communication with technician offices to ensure timelines are met
• Ensure technicians are following client compliance guidelines
• Other duties as assigned
  

Desirable skills, knowledge, and abilities:

• Ability to be an effective team player with integrity and passion
• Motivated to hit deadlines, timelines, and goals
• The presence of grammatically appropriate verbal, written, and telephone communication skills
• Excellent organizational skills to establish timely reminders for assignment completion and follow-up
• The presence of strong attention to details
• Ability to compose effective and accurate correspondence
• Ability to complete work assignments on an independent basis after explaining objective and desired results
• Ability to establish effective working relationships with all coworkers
• Must possess a high degree of intellect and interpersonal skills to communicate with a diverse group of technician offices, customers, clients, and leadership
• Ability to exercise sound business judgment when making decisions independently
• Preparing, maintaining, and reviewing daily, weekly, and monthly reports as requested
• Knowledge of local and regional geographical areas or how to use Google maps

Education and/or experience:

• Minimum 1-year experience in the telecommunications industry-preferably L&I or complex Commercial DirecTV installations
• Minimum 1-year experience in a call center-type environment or project management

Language:

• English or bilingual (Spanish)

Physical Demand:

• The position requires long-term sitting, constant talking and listening, wearing of a headset, typing, and constant looking into computer monitors
• Physical demands requirements are essential job functions due to position responsibilities that require administrative office functions while sedentary at a desk, utilizing a desktop computer

Computer Skills:

• Proficient in Microsoft Office programs; primarily Excel

• Knowledge and ability to use Sara, Web Tracker, Zendesk, Five 9, and Sales Force; we are willing to train the right candidate

Benefits

• Competitive base salary plus monthly commission

• Medical, Dental & Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Ongoing training and development
• Advancement opportunities, we prefer to promote from within!