Summary

National Power, LLC is actively seeking an experienced Assistant Program Manager. Under the general direction of and reporting to the Director, Broadband Service, you will play a pivotal role in managing incoming calls, creating work orders, and coordinating with subcontractors to ensure timely job responses within our Service Level Agreement (SLA).

The ideal candidate will possess not only technical expertise but also a positive attitude, strong teamwork skills, and a commitment to safety.

Essential Duties And Responsibilities

Core duties and responsibilities include the following. Other duties may be assigned.

Coordinate subcontractors and equipment to appropriate locations based on customer requests or immediate needs
Create and update work orders with ETAs, follow-up items, and resolutions
Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information
Track open tickets to ensure timely completion and communicate status to customers
Arrange for necessary repairs to restore service and schedule these repairs
Answer incoming calls professionally and efficiently
Relay information between subcontractors and end customers via text, phone calls, and Microsoft Teams messages
Provide regular updates to customers regarding job status, ETAs, and resolutions
Liaise with supervisors or customers to address problems, service requests, or equipment needs
Ensure all tickets are resolved within the specified SLA
Conduct and participate in department meetings as necessary
Communicate process improvement opportunities
Serve as point of contact working with internal and external customers to resolve tickets in a timely and professional manner

Education, Skills, And Other Qualifications

HS Diploma required; some college preferred
3 – 5 years of experience in service dispatching
Supervisory experience highly preferred
Fluency in written and spoken English
Intermediate knowledge of Microsoft Office Suite applications; preferably Excel
Experience with Microsoft Dynamics 365 or other ERP systems preferred
Good attitude, strong customer service skills, detail oriented
Focus and the ability to remain cool under pressure in a fast-paced work environment are a must
Identifies and resolves problems in a timely manner; Gathers and analyzes information. skillfully, Develops alternative solutions, Works well in group problem-solving situations
Problem Solving- Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments
Attendance/Punctuality- Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
Judgment- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions

Compensation and Benefits

Competitive pay depending on previous experience and current certifications. Overtime is also a factor and is paid at 1.5 X base. We are a performance based company and pay will ultimately reflect the employee’s productivity and overall performance
Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
Up to 9 paid company holidays
Paid sick time
Company-paid Life Insurance ($75,000)
Company-paid Short-term and Long-term Disability Insurance
Medical, Dental, and Vision Insurance:Offering four medical plan options, with one plan fully covered at 100% by the company
401(k) retirement savings planwith company matching
Health Savings Account (HSA)
Flexible Spending Accounts (FSA)

Additional Info:

Criminal background check and pre-employment drug screen are required
This is a remote position and will require the employee to work away from home

Work Schedule:

Monday- Thursday:4:00 PM to 3:00 AM

Equal Opportunity Employer:

National Power, LLC is an Equal Opportunity Employer and VEVRAA federal contractor. National Power affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identity or any other status protected under local, state or federal laws.

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Assistant Program Manager