Responsible for testing, dispatching and updating service orders and trouble tickets for cable field operations. Daily contact with customer service and customers regarding open service issues. Daily contact with Installers/Technicians for the dispatching and completion of service orders and service calls. Analyze all
reported service issues and dispatch those to the proper department for required service work. After service work has been completed confirm all tickets have been successfully resolved and status accurately entered. Maintain the scheduling calendars for field services and work with operations management to successfully determine field resource requirements and develop field service schedules based on required quota.
II. Duties and Responsibilities:
a. Dispatches technicians on service orders and service calls.
b. Manages updates and routing of all service calls (TT) and Service
orders for successful resolution.
c. Provisions customer equipment for
phone, internet and cable services.
d. Assists field technicians with research or equipment testing when required to resolve customer issues.
e. Provide additional system information and assist technicians as required for field troubleshooting.
f. Confirm all tickets have been cleared/closed in the system using proper system codes.
g. Contact the customer if necessary to confirm satisfaction.
h. Gather information for and compile daily/weekly/monthly service reports.
i. Communicate and collaborate with field operations management to resolve customer issues.
j. Shift work may be required to provide both evening and weekend coverage.
III. Qualification Requirements:
a. Education: High School diploma or equivalent
b. Experience: 1 or more years in Dispatch and/or Customer Service Operations.
c. Skills Summary: Good computer skills, works well under pressure, good communication and time management skills.
IV. Knowledge of:
a. Customer billing, service and scheduling systems, including the ability to learn new applications and quickly understand and apply tandard operational practices and procedures.
b. Demonstrated ability and skills in communicating by phone and email with both employees and customers.
This position description is only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this position. The incumbents may be requested to perform tasks other than those stated in this description. The company reserves the right to revise or change this job description
as the need arises.
This job description does not constitute any written or implied contract of employment.
Shenandoah Telecommunications Company is a diversified telecommunications holding company that, through its operating subsidiaries, provides...