Note: The job is a remote job and is open to candidates in USA. TDS Telecommunications LLC is dedicated to connecting people through cutting-edge fiber internet technology. The Field Services Workforce Management Advisor I is responsible for managing work flow to Field Services, ensuring timely scheduling and resolution of customer orders and issues.
Responsibilities
- Manage Trouble Expedites & After-Hours Dispatch
- Create Assist Orders as requested by Field Services, and create manual orders as needed for dispatching and completion of work
- Respond to internal inquiries related to order assignments and status
- Complete work in dispatch system when the tech is out of cell coverage or complete work for a contractor that cannot use the Field Services mobile application
- Manage time sensitive work queues for incomplete, rejects, and open orders to minimize customer impact
- Create tickets as requested by Field Services, Network Services, or other approved entities (state locate agencies, Sales, etc.) to facilitate dispatching and completion of work
- Coordinate with Sales to resolve stalled or unsafe orders
- Ensure past-due orders are closed promptly to initiate customer billing
- Serve as a point of contact for resolving failed processes or exceptions
- Communicate with customers to place jobs on hold or reschedule, ensuring positive customer experience
- Update internal systems with facility information, coordinating with other departments to resolve discrepancies and ensure data integrity
- Actively work Team chats for urgent requests from Field Services
- Escalate held orders to drop teams for timely resolution
- Follow up with Field Services on same-day orders at risk of missing customers appointments
- Monitor the schedule and pro-actively assign work to ensure all technicians have work scheduled
- Dispatch pending orders as per established protocols and procedures
- Make schedule adjustments to care for technician absences
- Manage technician calls for assistance on work orders
- Serve as the primary contact for Field Services to investigate and resolve order and ticket escalations
Skills
- 1+ years customer service experience. Customer Service experience can include any combination of customer service experience, scheduling experience, and/or dispatching
- Must follow the TDS attendance guidelines to meet our customers' needs
- Ability to work overtime as business needs dictate
- Experience with Billing, Ticketing, Provisioning, and Customer Relationship Management systems a plus
- Prior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology, and facilities
- Software knowledge and skills in business and Office applications such as Windows Suite
- Excellent interpersonal communication skills (i.e., verbal, written, and listening)
Benefits
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Life Insurance
- 401(k) Plan
- Generous Vacation & Paid Sick Leave
- Seven Paid National Holidays & One Floating Holiday
- Paid Parental Leave (6 weeks after 12 months of employment)
- Adoption & Surrogacy Assistance
- Employee Assistance & Wellness Programs
- Short-Term & Long-Term Disability
- TDS Service Discounts
- Education Assistance
- Paid Volunteer Time
Company Overview
TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S. It was founded in 1969, and is headquartered in Madison, WI, US, with a workforce of 1001-5000 employees. Its website is http://www.tdstelecom.com.