Customer Support Agent​/Utility Dispatcher

Job Summary

PEAK Internet, the Willamette Valley’s premier fiber Internet Services Provider, is looking for an amazing team member to join our Customer Support/Utility Dispatch team. This is a full-time, 40-hour-per-week position. The regular schedule is Friday through Monday, from 9:00 a.m. to 8:00 p.m., consisting of four 10-hour shifts and working out of both the Lebanon and Philomath offices. We offer competitive compensation, a comprehensive benefits package, a four-day workweek, and opportunities for career advancement.

Contribute to a successful work group through positive interactions, active listening, meaningful collaborations, and the constructive exchange of ideas designed to meet or exceed the organization’s strategic goals.

• Communicate in a professional, respectful, and courteous manner with all employees, customers, and via phone, email, social media platforms, and other communications methods.
• Complete special projects and other duties as assigned to meet team, department, and organizational goals while actively demonstrating accountability and responsibility for achieving desired outcomes and measurable results.
• Ability to work in a high stress environment and dispatch for emergency and electric utility related issues for our parent company.
• Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.
• Must be willing to work a flexible schedule, including evenings, holidays, and weekends.
• Must have reliable transportation.
• Track and monitor crews in the field by 2-way radio or telephone.
• Maintain, edit, and update a log of calls and messages received and transmitted.
• Understand and promote PEAK Internet products and services.
• Ability to take complex information and explain it in simple terms.
• Represents PEAK in a manner conducive to good public relations.

• High school diploma or GED.
• Minimum one year’s experience in sales, customer service, or technical support.

• Experience dispatching crews.
• PC and Mac support experience.
• Knowledge of iOS, Android, and mobile devices.
• Knowledge of Windows and Microsoft Office environment.
• Proficient in social media platforms including Facebook and Instagram.

• Ability to explain complex technical solutions in a clear and straightforward way to non-technical consumers.
• Excellent oral and written communication skills necessary to communicate clearly and effectively with internal and external customers, vendors, contractors, and other diverse audiences while providing exceptional customer service.
• Strong technical, troubleshooting, problem solving, and analytical skills, combined with the ability to prioritize tasks.
• The ability to multitask is also essential while remaining flexible with changing priorities.
• Working Knowledge of residential gateways and wireless subscriber technologies.

Approximately 40 hours per week may be required to efficiently perform the job duties of this position, including presence at designated internal and external meetings. This position may also require availability and accessibility to respond to and address emergencies and critical situations outside of normal business operating hours in the evenings and/or during weekends.

• Receive, understand, evaluate, and appropriately respond to communications from employees, and members of the public using available technology, in person and in a public setting when necessary.
• Maintain a professional and respectful communication style to ensure reactions and responses to both emergency and non-emergency situations serve as an example to others of appropriate workplace communications.
• Provide intellectually sound and well-reasoned answers, recommendations, and solutions to identified business problems, issues and/or questions. Efficiently and quickly analyze, process, manipulate, and accurately record extensive amounts of data (some of which is technical in nature) and other information that serves as the…