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Field Services Advisor - Work Force Management

Company: TDS Telecommunications
Location: Bend
Posted on: January 16, 2020

Job Description:

OverviewThe Field Services Advisor - Work Force Management (WFM) is responsible for field scheduling management (Workforce Express - WFX) roles and functions. The Field Services Advisor (WFM) manages daily schedules for Field Services, and handles calls from field technicians and customers. This position is responsible for Field Services trouble ticket and service order reschedules and completions including associated work needed to update and maintain accurate customer billing and facilities information. This involves working closely with the Field Service Managers in each market to ensure availability is set appropriately and all field profiles are current and accurate. The Field Services Advisor (WFM) completes, cancels, and reassigns work in all TDS Cable markets as needed. Accuracy in this role has an impact to external customers and internal teams including Field Services, Sales, and APC/OMC.ResponsibilitiesPrimary Job Responsibilities



  • Completes, Cancels, and Reassigns work for Field Service Technician's in all TDS Cable markets in a timely manner per established protocols and procedures. Assigns/routes orders for the Field. Enters follow up or referral tasks for field technicians. Daily review and updating of orders to ensure proper appointment date and time, order status, technician codes, and other identified order quality criteria. Capacity review of assigned markets for future days to head off scheduling issues before they arise. Advanced knowledge of WFX, CSG, Aspect, UTS and processes including the ability to navigate facility based systems and interpret data to diagnose and provide direction as needed. This work often requires oral and written communications to multiple teams and/or departments. Ongoing review and investigation of past due orders. Provides assistance on service orders, dispatches and trouble tickets as requested.
  • Handles calls from internal and external customers with exceptional customer service. First point of contact by Field Service Technicians to review and investigate order escalations. Updates and maintains accurate billing along with period review and investigation of overdue orders (WFX, CSG, UTS, etc.).
  • Supports field personnel with activation of customer premise equipment. Performs Trouble/Repair/Dispatch system ticket and service order information to Field Services Technicians (FSTs) and assigns duties to workforce based on manpower and customer demands. Creates UTS tickets as requested by Field Services or other approved entities to facilitate dispatching and completion of work including buried drops.
  • Makes outbound calls to customers for dispatch and/or special project needs.
  • Handles field technician time off request forms and same day attendance line calls to manage schedule availability and shifting of work as needed for the field. Escalates known staffing issues to local managers when needed.

    Secondary Job Responsibilities



    • Keeps abreast of technical developments and the skills needed to assume expanded job responsibilities in the sophisticated cable service offerings. Maintains knowledge of relevant TDS Cable products and services.
    • Contributes to overall process improvement by providing feedback to management and recommended solutions.
    • Performs other related duties as required and assigned.


      QualificationsRequired Qualifications:



      • 1+ years' customer service experience.
      • 1+ years' experience with CSG/WFX or 1+ years' dispatch experience.
      • Must follow the TDS attendance guidelines to meet our customers' needs.

        Other Qualifications:



        • Ability to accurately record and interpret data.
        • Associates Degree (or higher) in telecommunications field is highly desirable.
        • Prior telecommunications experience is desirable.
        • Understanding of telecommunications industry.
        • Understanding of telecommunication products, services, terminology, and facilities.
        • Ability to adapt to rapid changes.
        • Must be available to work overtime on an as needed basis and weekend rotations?
        • Excellent interpersonal communication skills (i.e. verbal, written, listening).
        • Problem solving skills (i.e. customer complaints, troubleshooting).
        • Multi-task management skills.
        • Requires software knowledge and skills in business and office applications such as Windows Suite applications.
        • Time management skills.

          Decision making and Self-Management



          • Skills in troubleshooting and solving problems.
          • Excellent organizational and time management skills. Capability to manage individual workload while meeting team goals and business needs of the company.

          • Proven aptitude to work well in a team or independently with minimum supervision.
          • Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.

            Attitude



            • Positive outlook in challenging situations. Ability to present concerns in a constructive way.
            • Promote strong team morale and spirit.
            • Help others adapt to change.
            • Champion process improvement.
            • Lead by example - Self-motivated.

Keywords: TDS Telecommunications, Bend , Field Services Advisor - Work Force Management, IT / Software / Systems , Bend, Oregon

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