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Route Support Specialist
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Job Details
Role Summary The incumbent acts as the primary point of contact for Field Operations Technicians and as a liaison between or among customers, Field Operations, and internal business groups. He/she coordinates and monitors customer appointments to ensure a timely and excellent customer experience. Primary Responsibilities and Essential Functions • Monitors technician status through mobile resource management tools to effectively manage arrival times and shift completion. • Proactively monitors job pools and schedules, identifies unfilled time slots, overbooking, inefficiencies, cancellations, and rescheduled, late or unfinished jobs, and takes action to assign/reassign work to meet customer commitments. • Ensures daily technician routes are operationally efficient (i.e., appropriate drive time, meet on-time guarantees, maximize productivity, alignment with employee skill sets), meet business rules/requirements, and maximize technician route efficiency to satisfy business needs. • Recommends best practice process enhancements to leadership to improve customer experience, internal processes, and overall routing effectiveness. • Interacts with internal and external customers to make adjustments for appointment scheduling and manages backfill of daily openings in technicians’ routes as needed. • Interacts with vendor partner leadership to resolve day-to-day route issues. • Interacts with vendor dispatch to resolve Route Support missed appointments and “go back” requests. • Responds to questions and issues from various boundary partners related to ETAdirect. • Anticipates obstacles that may interfere with work completion and identifies opportunities to address them. • Proactively solicits feedback to ensure continuous improvement. • Receives and coordinates same day (“Must Do” or sooner) and future appointment requests. • Assesses the urgency of customer service needs (e.g., from customer service emergency calls) and escalates, as appropriate. • Audits incomplete past due work orders and follows up to ensure that work orders are resolved (i.e., completed, cancelled, or rescheduled) and closed within specified guidelines. • Responds to internal and external customer calls and contacts customers regarding appointment verification, rescheduling missed appointments, job move-ups and work order cancellations. • Effectively uses error reporting mechanisms to provide leadership with feedback on work order accuracy. • Notifies technicians of specific issues related to system outages or problems that may affect their work for the day. • Identifies and communicates potential issues to technicians to ensure their safety in various conditions/situations. • Communicates and collaborates with internal boundary partners in a timely manner to solve problems and ensure customer needs are met. • When required, documents actions taken on each call in ICOMs, applies credit adjustments (e.g., credit for failure to meet on-time guarantee, trouble call charges, etc.) and balances accounts. • Attends job-related training that may include: initial training, refresher training, product, service, and customer experience updates, and cross-training. • Reads new or updated reference material/announcements pertaining to construction schedules, outages, promotions, programming changes, specials, policies, and other company business. • Displays willingness to support, aid, and assist team members and others. • Conveys ownership of and commitment to resolving customer problems. • Presents a positive, professional image by demonstrating respect, building trust, and developing relationships with others Qualifications Minimum • High School diploma, GED or relevant work experience • 2 or more years of experience preferred in related field (i.e., Logistics, Call Routing, Workforce Management) • Demonstrated experience in customer service environment • Demonstrated experience in workforce management, call/job routing, logistics, problem-solving • Prior experience in using mobile resource management tools • Requires strong knowledge of ICOMS, Microsoft Word, Excel, Access, PowerPoint, WFA tools (ETAdirect preferred), GPS • Excellent interpersonal, leadership, and collaborative skills to work effectively with teams throughout organization Preferred • Associate’s or Bachelor’s degree in related discipline strongly desired (i.e., Business, Engineering, Electronics, etc.) • Capacity planning experience preferred • Demonstrated ability to think quickly, assess situations and act decisively • Demonstrated ability to use good judgment when working with challenging situations • Experience in telecommunications industry desired
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