Dispatcher 4 - Hybrid bei Race Communications

Description

Location: Hybrid: Lancaster or Tehachapi, CA.

Location Status: Work will be primarily performed onsite at our office or remotely by telecommuting from your home office 2 - 4 days per week. Employee will utilize personal phone or internet services to perform telecommuting with reimbursement. Occasional travel to and work from other Race offices or other off-site locations may be required.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $22-$26 USD per hour

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

The Dispatch  4 supports business installation initiatives by coordinating with the Dispatch team and Field Operations management to ensure timely execution of installation schedules. This includes managing permit requirements such as USA tickets, state or local city permits, and other jurisdictional approvals. As a key liaison between Dispatch and Field Ops, this role drives the collaboration needed to expedite drops and installations. The individual must be able to communicate effectively with both internal teams and external service representatives across diverse backgrounds and communication styles. Success in this role requires the ability to work independently and collaboratively in a fast-paced, dynamic environment, while maintaining a professional and productive demeanor.

Requirements

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 3-5 years’ of experience in dispatch operations, preferably in the telecom industry

• Minimum of 3-5 years’ Salesforce or equivalent 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

• Receives incoming service requests from customers.
• Assigns appropriate technicians based on skills, availability, and loction
• Manages technician movement requests, including route updates and reassignments, to optimize field coverage and service efficiency
• Monitors technician status and keeps customers informed of ETA and service updates
• Maintains accurate records of service calls, including details and technician information
• Serves as a Service Delivery scheduling liaison, coordinating timelines and resource availability to meet delivery targets
• Acts as a Sales liaison, ensuring alignment between sales commitments and installation readiness

Service Call Monitoring and Resolution

• Monitors service calls to ensure timely resolution and escalates issues as needed
• Monitors and escalates delays in permitting or scheduling to ensure SLA compliance
• Coordinates with other departments to meet service level agreements
• Maintains records of technician availability and adjusts schedules when necessary
• Supports Field Supervisors with real-time updates on job readiness and permit status

Dispatch Operations and Administration

• Performs administrative tasks related to dispatch operations (data entry, filing, report generation)
• Maintains accurate documentation and reporting for installation progress, permit tracking, and field readiness
• Ensures compliance with company policies and procedures related to service calls, technician safety, and customer service
• Assists in the integration of ICB case workflows and Jira ticketing processes to streamline dispatch coordination

Project Coordination and Permitting

• Interacts with Field Operations and Dispatch to ensure appropriate, complete, and correct information is captured in all permit applications
• Anticipates and schedules permits to avoid project roadblocks
• Facilitates resolution of issues as they arise to keep the project on schedule
• Coordinates with permitting agencies to organize applications, adjust as desired, and resolve any issues preventing or delaying the permitting process
• Develops plans including timelines, tasks, and schedules for permits from inception through issuance
• Ensures permit submittals are in accordance with jurisdictional requirements
• Identifies jurisdiction-specific requirements and provides that information to the team
• Submits, monitors, and tracks USA tickets and permits via online systems, email, or in person as necessary to meet local requirements.
• Completes any necessary paperwork, reporting, etc.

Communication and Liaison

• Serves as a liaison with internal resources to assure applications are submitted in order and on time to meet the schedule
• Provides follow-up to pending issues to assure completion of tasks – internal and external
• Relays work orders, messages, or information to or from work crews, supervisors, or other departments
• Manages and creates tickets throughout the day
• Receives and resolves incoming and outgoing calls in the queue
• Manages CRM (Pitstop) queues and records and maintains customer records/notes
• Participates in weekly planning sessions to align dispatch priorities with board-level HOA/MDU initiatives

Data Research and Coordination

• Researches and gathers data to support project team scheduling requirements
• Contributes to CAD/KMZ data validation and ensures alignment with installation planning
• Ensures timely completion of assigned deliverables

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

Specialized ICB Operations

• Focuses exclusively on the ICB Queue, with no involvement in other technician or customer queues, ensuring dedicated attention to high-priority custom builds
• Supports integration of custom build workflows within broader dispatch and installation operations

Additional duties as required.

Benefits

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