Summary of Job: Under direct supervision, performs various customer service related duties, has knowledge of CRT, receives and processes work orders, and maximizes productivity through on line scheduling of field service personnel. Acts as a communication link between customers, field service personnel and management. Accountabilities: |
• Promotes customer satisfaction by assuring 90% of installation work is completed each day or rescheduled and ensures that 80% of trouble calls received are completed same day.
• Communicates with customers and customer service representatives for processing of installation, reconnection, upgrades, downgrades, converter pick ups, and disconnects of work orders.
• Assists customer service representatives in taking phone calls pertaining to reception problems and scheduling those problems when necessary.
• Coordinates system outages with technicians/installers. Be familiar with system design to assist technicians/installers with outages and related calls.
• Makes sure installer logs money collected from customer on roster. Verifies money to be correct and prepares bank deposits.
• Receives and processes work orders for nightly check-in.
• Maintains scheduling allocations, research, and distributes fieldwork returned by field personnel.
• Assist in routing scheduled installation, reconnections, and disconnection of work orders.
• Prepares daily technical report and maintains outage log.
• Utilizes the dispatch functions as well as the customer service functions of the CRT, i.e. routing of trouble calls, entering installation orders and researching service call history on customers.
• Files, copies, and routes paperwork as well as maintains weekly and monthly service call files.
• High school diploma or GED.
• 0-2 years experience.
• Ability to perform multiple functions simultaneously
• Good communications skills.
• Must be able to work flexible hours including nights and weekends.
• Radio experienced preferred.
Cequel Communications, which operates through subsidiary Suddenlink, provides cable TV, high-speed Internet access, and phone...