Operation Support Specialist

Join the Future of Connectivity with Metronet and Vexus!

Are you ready to launch your career with one of the nation's fastest-growing fiber-optic powerhouses? Welcome to Metronet and Vexus, where we don't just build networks; we build communities.

Recently, Metronet acquired Vexus, and effective January 1^, 2025, all Metronet and Vexus associates will be combined into one organization: Metronet. The Vexus brand will remain during the transition.

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks-we're focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.

Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match with immediate vesting. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet - a company where your success builds stronger communities, and your future is limitless.

Metronet is looking for a professional, reliable, and highly motivated individuals to join our team!

Summary:

The Operation Support Specialist position holds the responsibility for answering incoming calls from field technicians, tech supervisors, tech managers and customer care. The dispatcher is responsible for route verification, closing completed work orders, addressing missed appointments and escalations, quota requests, outages, dispatch of service out work orders, customer contact and updating billing system as necessary.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Completing work orders.
• Entering data necessary to the completion of the work order (i.e. equipment inventory numbers, arrival/completion times).
• Monitor technician work progress vs. scheduled appointment windows.
• Rescheduling incomplete work orders. Verifying reschedule date via customer contact.
• Ongoing customer contact to ensure notification and customer compliance
• Correctly identify and dispatch outages following established processes and procedures.
• Clear outage after service has been restored. Alert personnel via established processes and procedures.
• Monitor and dispatch as appropriate service out work order pools. Process includes screening work order pool to ensure that only valid service out work orders are dispatched.
• Troubleshoot with customers when necessary.
• Track outages for reporting purposes.
• Follow established processes and procedures for service outs, outages, missed appointments and customer complaints. Provide thorough follow up via ongoing customer contact.
• Quota management as appropriate for each market.
• Ongoing billing system note updates.
• Addressing market specific email boxes submissions constantly to ensure customer satisfaction and attention.
• Effectively communicate with field partners, customers and peers.
• Meet or exceed company objectives as they relate to the dispatcher position.
• Ability to work scheduled shifts as designated by management to meet business needs.
• Meet minimum quality assurance review standards as described by management.

Education:

• High school diploma or equivalent - Required

Benefits:

• Competitive medical, dental, and vision insurance
• Life and long-term disability
• A 401k plan with an employer match
• Paid time off/holidays to all full-time employees
• Service discounts to enjoy all that Vexus has to offer at your home

Metronet and Vexus Fiber is an Equal Opportunity Employer

Metronet and Vexus Fiber is a Veteran Friendly Employer

#LI-MU1