Meylan A Email & Phone Number

Actively and consistently support all efforts to simplify and enhance the customer experienceRespond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between technician and customer service employees. Assist in driving field productivity through efficient call handling and support.Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls. Escalate any issues outside of your technical scope.Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls. Follow “where's my tech” guidelines when notating accounts.Assist the technicians over the phone by sending hits to DCT's, troubleshooting MOXI, SVOD, VOD, HDTV, Cable Cards and High Speed Internet issues to ensure all services are working for the customer.Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate one time charges being added to the account.Record and classify all inbound calls with the Call Tracker tool.Perform other duties as requested by supervisor.

Saginaw, Michigan Area

Ability to perform all responsibilities of a Dispatcher I. Under general supervision, responsible for relaying and recording information to field personnel via radio, telephone or other form of communications.Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between technician and customer service employees.Assist in driving field productivity through efficient call handling and support.Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls. Escalate any issues outside of your technical scope.Record customer service calls into computer to provide accurate customer service history in each customeraccount and record of service calls. Follow “where’s my tech” guidelines when notating accounts.Assist the technicians over the phone by sending hits to DCT’s, troubleshooting MOXI, SVOD, VOD, HDTV, Cable Cards and High Speed Internet issues to ensure all services are working for the customer.Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate one time charges being added to the account.Record and classify all inbound calls with the Call Tracker tool.Search KM for dispatch forms, monitor tech progress to determine techs available to take add-ons, precall these customers and pull work forward to complete trouble calls in a 24 hour period.Complete past pending work orders summary reports.Assist the TAC in calling customers to clear outages when necessary.Perform other duties as requested by supervisor.