Dispatch Advisor

Madison, Wisconsin
Administrative & Support Services (Office and Administrative Support Occupations)
Job Type
Working Hours
10:00 AM - 7:00 PM
US$ 15.00 - US$ 17.00 per hour
Ref. Number
Moto Gladys Igahara, Spherion
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Job Description

The Dispatch Advisor is responsible for Dispatch and Scheduling Management (DSM) roles and functions as well as Field Service trouble ticket and service order reschedules and completions. This includes associated work needed to update and maintain accurate customer billing and facilities systems information. Accuracy in this role has an impact on external customers and internal teams including Field Services, Sales, and APC.

The Advisor will have the ability to navigate, understand and resolve issues using a multitude of applications including: Dispatch Scheduling Management system (DSM); Reservation Management System (RMS); DESI; SABRE; Metasolv; Customer Link; Siebel, MARTENS; UTS; Right Now; Switch Query Tool; and the Service Availability system.

- Dispatch and complete service order and trouble tickets. This includes management of DSM order dispatching and related tasks; completion of DSM orders, SABRE service orders, MARTENS service orders, Metasolv tasks, manual pre-quals, and UTS Trouble Tickets; rescheduling of Field Service orders and trouble tickets;
- Update and maintain accurate billing, company records and systems including: entry of additional billing charge or changes as indicated by FST; updating plant facilities (MARTENS, etc.) to reflect current and accurate data.
- Create UTS tickets for dispatching of work (cable locates, pre-quals, etc.) to Field Services.
- Investigate overdue orders assigned to Field Services for completion.
- Provide assistance and information on dispatching, service orders, and/or trouble tickets.
- Keep abreast of technical developments and the skills needed to assume expanded job responsibilities in the sophisticated telecommunication service offerings.
- Maintain knowledge of relevant TDS products and services.
- Contribute to overall process improvement by providing feedback to management and recommended solutions.

Working hours: 10:00 AM - 7:00 PM

- Ability to accurately record and interpret data.
- Excellent interpersonal communication skills (i.e. verbal, written, listening).
- Software knowledge and skills in business and Office applications such as Windows Suite.
- Skills in troubleshooting and solving problems.
- Excellent organizational and time management skills. Ability to manage individual workload while meeting team goals and business needs of the company.
- Proven aptitude to work well on a team or independently with minimal supervision.
- Desire and ability to work and make timely decisions in a rapidly changing and uncertain environment.
- Positive outlook in challenging situations and the ability to present concerns in a constructive way.
- Ability to promote strong team morale and spirit.
- Desire to help others adapt to change.
- Ability to champion process improvement.
- Desire and ability to lead by example - self-motivated.


1-4 years

- 1+ years??? customer service experience.
- 1+ years??? dispatch experience.
- Must follow company guidelines to meet customers??? needs
- Associates degree (or higher) in telecommunications field is preferred.
- Prior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology and facilities.
- Ability to work mandatory overtime during peak times and the ability to work overtime on weekend rotations.

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Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion

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