Telecommunications Dispatcher in Savannah, GA at Hargray

Date Posted: 12/2/2019

Job Snapshot

Job Description

Telecommunications Dispatcher – Hargray Fiber (Savannah, GA or Peachtree Corners, GA)


Are you passionate about making a difference in people’s lives?  Are you motivated to learn and connect people with cutting edge technology?  Do you go the extra mile to provide customer delight? Then you should join the Hargray Fiber team as a Telecommunications Dispatcher! 


The Telecommunications Dispatcher is responsible for all facets of the service order delivery and provisioning process and for communication to all groups and departments involved in the process to ensure service delivery dates are met.


The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of almost 600 colleagues across 8 locations is committed to excellence, delivering the most advanced technology and the best service for our customers.


Duties and Responsibilities: Including but not limited to the following.

  • Receives and dispatches service orders generated by Major and Strategic Business Account Representatives. This includes verifying that Sales Orders and required Job Packages are submitted and complete and that these are validated for completeness and accuracy.
  • Dispatches orders and troubles in HES to field personnel. Successfully tracks orders and coordinates collection of additional information required to successfully provision services for a customer.
  • Demonstrates a practical and efficient working knowledge of all of the business products and services sold by Hargray including Metro-E, Symmetrical High Speed Data (SHSD), DBN, Data Circuits (ISD, T1, PRI), Static IP Addresses, Colocation, Resale Elements, LNP and Asymmetrical High Speed Data (AHSD).
  • Assists in ordering necessary materials outlined in job-implementation packages for the full range of products marketed by the Business Sales Department.
  • Provides training and knowledge assistance, as required, on business plant coordinator duties for each product and service for internal and external customers.
  • Coordinates service order activity associated with all job-implementation packages and other related details associated with implementation and service for all products marketed by the Business Sales Department. 
  • Communicates with other departments as needed to facilitate an on-time and error free service order process including service order entry, routing, provisioning and successful installation and testing of all Hargray business products sold.
  • Makes follow-up calls, as required, to ascertain customer satisfaction, to answer questions or concerns.
  • Analyzes researches, resolves, refers, and follows up on customer complaints regarding service in an expedient and professional manner.
  • Assists Business Account Sales Representatives and Sales Manager with research on accounts when needed.
  • Communicates independently, effectively, clearly, and professionally with customers, employees, supervisors and managers to establish and maintain considerate and cooperative relationships. Handles customer requests and communications by phone, E-mail, fax, and mail.
  • Keeps abreast of current industry trends and practices as they relate to customer service and makes appropriate recommendations to the Supervisor, Service Center.
  • Performs other related duties as assigned by the Supervisor, SOA to ensure effective operation of the Service Center.

Job Requirements

Minimum Qualifications: Only candidates who meet the minimum qualifications will be considered.

  • Must have strong computer, communication (written and verbal), problem solving, and project management skills.
  • Ability to communicate effectively with customers, employees, and managers and have good customer service skills.
  • Must be well organized and understand process documentation and flow charts.
  • Must have strong Service Order entry and processing skills.
  • Minimum of 3 years telecommunications industry experience.
  • Experience with Hargray Enterprise Systems (HES) or other dispatch system, Provisioning and Customer Relationship Management systems required.
  • Must understand the fundamentals of local number portability, 911 service delivery, long distance, toll free services, DSL and High Speed Data.
  • Strong understanding of all business products offered at Hargray including Metro-E, Symmetrical High Speed Data (SHSD), DBN, Data Circuits (ISD, T1, PRI), Static IP Addresses, Colocation, Resale Elements, LNP and Asymmetrical High Speed Data (AHSD).
  • College degree (any field), preferred but not required.
  • Process and Business product experience, preferred but not required.


EOE/ Disability