Field Dispatcher

Job Details

Description

Job Summary:

Primarily responsible for ensuring a high-quality customer experience for premise installation, service and support. Works directly with field technicians, construction services teams, customers, technical support to dispatch staff in the field.

The salary range for this position is $22.67- $31.73 per hour with a hiring range of $22.67 - $27.20, depending on qualifications and experience.

This opportunity will be available to applicants until Monday, 2/17/25 at 12:00 P.M. M.S.T.

A current resume is required, and a cover letter is preferred.

At Pulse, we’re on a mission to delivering reliable, high-speed internet to our community—and we need a detail-oriented, organized Field Dispatcher to help make it happen. If you're methodical, team-focused, and great with people, this role is for you! You'll coordinate field operations, ensuring efficiency while providing top-tier customer support. Your interpersonal skills and service mindset will keep our teams running smoothly. If you thrive in a fast-paced, collaborative environment and take pride in keeping things on track, join us and make a real impact in the broadband industry.

Essential Functions

• Responds to customer service requests by prioritizing and dispatching service requests to available technicians.
• Rebalances work as necessary to ensure on-time arrival and consistent work distribution, maximizing technician productivity and efficiency by utilizing designated workforce management system or software.
• Coordinates schedule updates as they impact day of routing and monitor the location of technicians and their utilization.
• Uses company technology, support tools, and contact systems to the fullest potential and as outlined by established business processes/protocol.
• Communicates proactively with field personnel and external customers with the goal of preventing escalations and improving the customer experience.
  
  

Other Job Functions

• Communicate ideas and make verbal and written recommendations to management and staff to improve employee safety and productivity.
• Triages customer service issues to determine how to appropriately dispatch available technicians.
• Performs other duties as assigned.
  
  

Qualifications

• High School graduate or GED required.
• 1 year experience in a dispatching or customer support environment required.
• 1 year experience involving high touch customer service and public contact preferred.
  
  

Certifications

• Must possess a valid driver's license.
  
  

Knowledge, Skills, And Abilities

• Must possess superior customer service skills, the ability to make sound judgements, be capable of innovative problem solving and exhibit patience and understanding when dealing with stressful situations.
• Well versed with Workforce Management and Trouble Ticketing or Incident Management systems
• Technical, analytical, and communication, and teamwork skills
• Analyze data, solve problems, and develop logical solutions
• Ability to manage multiple, concurrent tasks with frequent interruption.
  
  

Physical Demands And Working Conditions

• Frequent minimal physical effort typically found in clerical work. Primarily sedentary, may occasionally lift and carry light objects. Walking and/or standing as needed and minimal.
• Frequent exposure to routine office noise and equipment.
• Occasional exposure to hazards typically found in general office environments where there is rarely to no exposure to injury or accident.
  
  

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

With over 300 days of sunshine, and just 30 miles from Rocky Mountain National Park in the heart of northern Colorado, Loveland is an ideal community for anyone to call home. Known as the Sweetheart City, this vibrant cultural hub is home to nearly 500 sculptures and public art installations, the world-famous Valentine Remail Program, and picturesque views of the Rocky Mountains. The community is bustling with a thriving arts, brewery, foodie, and shopping scene. Enjoy headliner concert and theatre productions, professional hockey events, endless community recreation and open space opportunities, art and sculpture shows, and several local festivals. Loveland also boasts an award-winning golf course and an inclusive library and community center. Loveland, Colorado has EVERYTHING YOU LOVE!

In 2020, Loveland was the only Colorado City to win the Governor’s Award for Downtown Excellence, is the top residential recycling City in the state for 4 consecutive years and has been ranked as one of the top places to live, work and raise a family in the U.S. and as one of the Most Idyllic Picturesque towns in America.

Apply today to join more than 800 employees who work to meet the core values of: Accountability & Integrity, Transparency & Honoring the Public Trust, Collaboration, Innovation, Safety, Excellent Service with Courtesy and Kindness. The City of Loveland is a diverse and welcoming community organization, and our employees enjoy a competitive benefits program, various opportunities for growth and development, and an exceptional work-life balance.

A vibrant community, surrounded by natural beauty, where you belong!

Benefits Information

Benefit Eligible Benefits Package Includes:

• Two (2) Medical plans, Dental, Vision (for self/ spouse/ children)
• A Dedicated, exclusive Employee Health and Wellness Center
• Discounted Chilson Center passes
• Paid vacation, holidays, floating holidays, and medical leave
• Flexible spending including Dependent Care
• Life Insurance, AD&D, Short-term and Long-term disability, and voluntary Critical Illness Coverage
• Retirement 401a, 457, Roth (pre-& post tax) and company match
• A Comprehensive Employee Assistance Program
• Voluntary 529 College Invest program
• Tuition Reimbursement
• Employee Referral Program
• Personal and Professional Development opportunities
• Employee Recognition Program
• Exceptional work-life balance
• Market based pay & regular performance reviews
• Local Government employment is eligible for Public Loan Forgiveness Program
  
  

Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions.

City of Loveland job descriptions are designed to describe the general nature and level of work necessary to perform well in the job; they are not intended to provide an exhaustive list of responsibilities, skills, and qualifications. City of Loveland job descriptions may be updated periodically, and additional activities, duties or responsibilities may be assigned by management as deemed appropriate.

The City of Loveland provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

The City of Loveland participates in E-Verify. In accordance with E-Verify requirements, upon your date of hire the City of Loveland will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. E-Verify Notice of Participation. Learn more about your right to work. Visit E-Verify.gov for more information.

Employment offers will be conditional on the successful completion of a driving record and background check.