Role Description

As an Advisor - Field Services Workforce Management, you will be responsible for field scheduling management 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.

• Managing technician calls for assistance on work orders.
• Timely and accurately dispatching pending orders per established protocols and procedures.
• Reviewing and updating orders daily to ensure proper appointment date and time, order status, job code, and other identified order quality criteria.
• Prompt handling of Open, Incomplete or Rejected orders.
• Creating Assist Orders as directed by Field Services.
• Creating manual orders as needed for dispatching and completion of work.
• Responding to inquiries (from Field Services and other teams) related to order assignments and status.
• Completing orders as necessary when the Field Service Technician (FST) Mobile Application is out of area or non-functioning.
• Acting as first point of contact for Field Services to review and investigate order and ticket content escalations.
• Providing information and direction to Field Services and other departments as requested.
• Utilizing address qualification systems and tools to interpret and accurately assess Data and/or IPTV product availability by address.
• Identifying system malfunctions and design flaws and notifying support teams to take corrective action.
• Creating tickets as requested by Field Services or other approved entities to facilitate dispatching and completion of work.
• Rescheduling service orders and trouble tickets via appointment reservation system including interactions with customers as needed.
• Ensuring accurate and timely handling and completion of provisioning tasks and queue responsibilities.
• Ensuring accurate and timely completion of billing and provisioning tasks following completion of Field Service dispatched orders.
• Promptly and accurately ensuring internal systems are updated with correct facilities information.
• Providing assistance on service orders, dispatches, and trouble tickets as requested.
• Assisting other teams and departments with inquiries and approved projects and tasks as approved by management.

Qualifications

• 2+ years customer service experience.
• Must follow the TDS attendance guidelines to meet our customers’ needs.

Requirements

• Experience with Dispatching, Billing, Ticketing, Provisioning, and CRM systems including Salesforce, Click Schedule, CSG, Workforce Express, SABRE, DESI, Metasolv, MARTENS, UTS, and Siebel.
• Ability to work mandatory overtime during peak times and the ability to work overtime on weekend rotations.
• Ability to accurately record and interpret data.
• Associates degree (or higher) in telecommunications field is preferred.
• Prior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology and facilities.
• 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.
• 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.

Benefits

• Medical, dental, vision, life insurance, and a 401(k) plan for associates working 20 or more hours per week.
• Paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time), sick leave (10 days accrued per year for full-time), seven paid national holidays, and one floating holiday.
• Paid parental leave (2 weeks after 12 months of employment).
• Short Term Disability and Long Term Disability coverage for associates working 30 or more hours per week.
• Education Assistance available to full-time associates.
• Medical coverage, 401(k) plan (if 18 or older), and sick leave for associates working under twenty hours per week or for a limited term.