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Job Description
About Lumen
Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
The Role
A Dispatch Specialist at Lumen is responsible for monitoring workflow and load for technicians and for evaluating and reassigning work as needed. You will provide updates and status information on the progress of work and escalating as appropriate.
Location and Schedule
This is a Work From Home position
Monday through Friday - with a rotational Saturday- 40 hours a week, with Overtime as an option
- Dispatch Center Hours are 5:30 am – 7:00 pm Central. You will be assigned an 8-hour shift within that time. Exact shift will be discussed during interview.
You must reside in one of these states for consideration.
Arizona, Colorado, Iowa, Idaho, Minnesota, North Dakota, Nebraska, New Mexico, Oregon, South Dakota, Utah, Washington, Wyoming
The Main Responsibilities
- Monitor work and load to qualified technicians.
- Evaluate and reassign work to available technicians as needed.
- Provide updates and status information on the progress of work.
- Attempt to ensure all commitments are met, escalating as appropriate.
- Read and assess service orders and repair tickets to dispatch to the appropriate technician based on the company criteria.
- Ensure that service orders and repair tickets are processed accurately, closing them as necessary.
- Verify and/or clarify conflicting information on tickets with testers.
- Screen work as needed so that technicians can be dispatched.
- Work with other departments to facilitate the completion of orders and proper processing of work.
- Connect with residential and/or business customers to reschedule missed appointments, recommit work, or advise customers of order/repair status.
- Respond to incoming calls and chats.
- Utilize numerous internal systems to perform required work.
What We Look For in a Candidate
Required
As a work-from-home employee, Lumen will supply you with a desktop computer running Windows 10, a second monitor, a keyboard, a mouse, a USB headset, and a webcam. You must meet the following physical/logistical requirements for "at-home" work in this position:
- You are comfortable sitting down all day with a headset taking calls and using a computer screen.
- High-Speed Internet Service and unlimited internet access is required. It is also important that you have a stable, reliable and uninterrupted internet service for the position.
- Establish a dedicated workplace in your home or work location. The workplace must have an adequate work surface and be free of background noise/distractions that may interrupt calls.
Preferred
Preferred candidates will have some customer service or dispatch related experience.
Legal Statements
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Compensation
Minimum Hourly Wage $13.57
Maximum Hourly Wage $24.00
Requisition #: 335556
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
Equal Employment Opportunities
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
Salary Range
13.57
24
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Application Deadline
10/29/2024
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