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Under general supervision, responsible to resolve customer service complaints to reduce truck rolls and increase efficient use of the field work force through use of monitoring equipment, outbound calls, identification of area problems, assigning and dispatching.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Makes outbound calls to customers and receives warm hand-off calls from Tier 1 and other care organizations. Resolves problems over the phone to reduce as many truck rolls as possible.
Uses all available monitoring equipment to proactively identify area problems; Notify and dispatch technicians to the sight; Cancels all associated truck rolls.
Monitors the billing system for errors in appointments and moves, corrects, reassigns, or cancels the appointments to make better use of the work force; Reports all errors through supervision.
Troubleshoots / tracks down "system" problems (Whole area / node / neighborhood).
Actively assists field technicians on "problem" site with all available information.
Actively correlates data between several different reporting sources to identify area problems, dispatches, and cancels truck rolls.
Assist with training of Technical Service Representative trainees.
Works as a team with dispatchers and TAC Specialist, sharing information and each functional area assisting the other with demand duties at the time; Communicates area problems between the two and reduction of truck rolls associated.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to adhere to Local, Federal regulations and company policies.
Ability to correlate data, use maps, in order to isolate problem location.
Ability to effectively troubleshoot problems over the phone.
Ability to lift 25lbs.
Ability to prioritize and organize effectively.
Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a personal computer and software applications.
Ability to read system maps and design.
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
Ability to track / maintain records and data.
Ability to use and understand all monitoring data and equipment available. (Billing system, modem tools, status monitoring tools)
Ability to use telephone (e.g., Nextel) and all other communications devices.
Ability to use, handle and manipulate objects such as paper, pencils, keyboards, and mouse.
Ability to wear a telephone headset.
Ability to work independently and follow directions related to your job with little follow-up by supervisor.
Ability to work seated for prolonged periods of time.
Demonstrated exceptional ability to communicate clearly with customers while tactfully educating them on services and operation of equipment.
Demonstrated exceptional ability to communicate professionally with customers, when responding to calls while troubleshooting in a manner that results in the resolution of a problem telephonically.
Knowledge of basic mathematics and electronics
Knowledge of cable television products and services
Vision ability close vision, peripheral vision, and ability to adjust focus.
High School Diploma or equivalent
Related Work Experience Number Of Years
Field technician experience 3
Exposure to moderate noise level
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