Provides support to Field Technicians by tracking their progress on an hourly basis and reporting this progress to their supervisor. Additional tracking of specific time windows to assure technician is meeting customer compliance for time frames or specific commitments to time of service provided as provided by technician.
ESSENTIAL JOB DUTIES
Include the following, other duties may be assigned:
Answering a multi-line telephone
Complete paperwork for check-in procedure and update each job correctly
Receive updates from technicians either over the phone
Interface with customers
Pre-calls subscribers to confirm order, time frames, C.O.D. etc.
Alert customers at set times throughout the day when technicians are running behind schedule.
To perform the job successfully, an individual should demonstrate the following competencies:
Able to learn Arris, CSG and I&R software to close out work orders
Has a superior communications skill
Demonstrates attention to detail
Communicates changes and progress
Completes projects on time
Responds promptly to changes
Listens carefully and gets clarification
Supports the organization’s goals and values
Looks for ways to improve and promote quality
Monitors own work to ensure quality
Follows policies and procedures
Able to deal with frequent change, delays, or unexpected events
Is consistently at work and on time
Generates suggestions for improving work
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Must pass a pre-employment drug screening
Must consent to and meet established standards of a criminal background investigation
Must be able work a six day full time work week
The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations.
EDUCATION AND/OR EXPERIENCE:
High School Diploma or GED
Relevant related experience and/or training, or equivalent combination of education and experience may be used in place of educational requirements
Dexterity of hands and fingers to operate a computer keyboard and other computer components.
Ability to read and interpret English language documents and verbal instructions.
Ability to write routine reports and correspondence
Ability to complete work orders and necessary paperwork or to complete routine reports
Ability to add, subtracts, multiply, and divides in all units of measure, using numbers, common fractions and decimals.
Basic math skills
Ability to solve practical problems and deal with a variety of situations where only limited standardization exists.
Intermediate computer skills
Spreadsheet knowledge is essential (Excel or other cable based program CSG, Arris and I&R)
Knowledge of accounting, financial software; Internet software; Spreadsheet software and Word Processing
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