This job posting is no longer available on RCN.Find similar jobs:
Dispatcher jobs
-
RCN jobs
Responsibilities:
On a daily basis monitor and assist with the management of Customer Satisfaction Technicians’ (CSTs’) routes
Maintain ongoing communication with assigned Technicians throughout the day as directed by the market
Complete pre-calls to customers as directed by the market (differs by market)
Conduct post-installation surveys with customers (some markets)
Verify integrity of customers’ ICOMS accounts (service codes equipment etc) against actual work completed by Technicians
Make any necessary additions/deletions/modifications of service codes to customers’ ICOMS accounts
Make any necessary additions/deletions/modifications of equipment to customers’ ICOMS accounts
Perform necessary steps where the CST is responsible for upselling the customer
Close out jobs and activate billing in ICOMS
Activate equipment and assist with troubleshooting of equipment (some markets)
Perform appropriate steps for handling on-site dial tone problems (process differs for various markets)
Create Special Request Orders (SROs) where necessary
Reschedule door tags
Provision modems
Activate LNPs through Neustar
Process “Not Done” jobs
Record same day cancellations
Deal with “Customer Not Home” situations
Update RSU IDs in ICOMS
Where necessary reschedule customers for open quota days (some markets)
In instances where a CST feels that s/he needs the assistance of a System Maintenance or Network Technician page the appropriate individual (process differs for various markets)
Reassign jobs to Technicians’ routes and inform Technicians of additions where necessary
Be proficient in trouble call scubbing/other related centralized service delivery job functions
Qualifications: Build a working knowledge of the following: ICOMS TEAD Lotus Notes Tech query Clarify NOC TTS Lighthouse ASPECT Tel net CCA PROD Auto Desk View GUI LSOA (Note: use of these systems varies by market)
Build and maintain a solid understanding of RCN/Starpower products and services
Build and maintain the ability to troubleshoot cable cable modem and telephony
Remain up-to-date on current offerings and promotions
Demonstrate strong customer service skills
Demonstrate strong written and verbal communication skills
Demonstrate strong decision making skills
Work effectively in a fast paced and dynamic environment
Multi-task
Remain calm and courteous when working with both internal and external customers
Demonstrate a close attention to detail
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
RCN - 13 months ago
- save job
-
block
