Job Title:
Dispatcher 1Classification:
Full-Time, Non-Exempt, At-WillReports to:
Dispatch ManagerDepartment:
Customer SupportLocation:
Remote:
California, Colorado, Arizona, Oregon, Hawaii, Florida, Nevada, North Carolina, Tennessee, or Oklahoma
Location Status:
Work will be primarily performed remotely from home office. Employee will be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race’s Telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.Race Communications is only accepting remote candidates who reside in the following states: California, Colorado, Arizona, Oregon, Hawaii, Florida and Oklahoma. If you do not reside in one of these states, you are not eligible for remote employment.Beware of recruiting scams posing as Race Communications. You can get more information about Race Communications at Race.com or contact our recruiting team directly.About Us:
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.Summary:
The Dispatcher 1 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 1 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.This individual should be able to communicate and work effectively with external service representatives and internal team members who possess a wide variety of backgrounds, personalities, and communication skills. This individual should be able to work effectively in a dynamic, fast-paced, and evolving environment while maintaining a productive professional demeanor. This individual must be capable of working independently, as well as collaboratively with other Race team members across teams and levels of our organization.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 preferred
- Minimum of 0-1 years’ experience in dispatch operations, preferably in the telecom industry preferred
- Minimum of 0-1 years’ Salesforce or equivalent required
- Must be able to type at least 40 words per minute, certification 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
- 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
Skills:
- Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
- Functional use of common office equipment, computers, and office software
Essential Duties and Responsibilities:
Service Request Management
- Primarily processes the received queue and schedules Customers for installation
- Reviews and processes the Preorders and schedules Customers for installation
- Receives incoming service requests from customers
- Assigns appropriate technicians based on skills, availability, and location
- 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
Additional duties as required.As Part of Our Team, You Will Enjoy:
- 100% Employer-paid medical, dental, vision, and life for all our employees
- 401 (k) with 100% Employer-matched up to 4% of your annual income
- Generous paid time off including sick, vacation, holiday and birthday pay
- Free Race highspeed internet and phone service where available
All offers of employment are contingent until all pre-employment requirements are met. These requirements may include drug and background screenings as well as Motor Vehicle and DOT related screening and reporting requirements. Race will consider qualified job applicants with arrest and conviction records for employment.Background Check: Race Communications is a Fair Chance employer abiding by
Federal and applicable state Fair Chance Act (s) for all applicants and additionally abides by the LA County Fair Chance Ordinance if you
are applying for a position (is) associated with our Lancaster or Palmdale offices. Except as otherwise permissible under applicable laws, you will not be asked to provide information about a conviction history unless you receive a conditional offer of employment. Race will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and will also consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed.Incoming employees will participate in our Speedway to Success onboarding and orientation program and may be required to travel to an onboarding location other than their designated worksite for the first day. Remote employees may be required to attend in-person orientation and collect their assigned equipment on their first day. Further information will be provided closer to the hire date.Race Communications is an equal opportunity employer who welcomes applications from individuals (with or without reasonable accommodation), with the skills, experience, and dedication to excel in their roles without regard to race, religion, color, sex/gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sex stereotype, gender identity/gender expression and sexual orientation, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, reproductive health decision-making, military or veteran status or any other basis protected by federal, state, or local law, ordinance, or regulation.
