The Facilities Assigner investigates, resolves and assigns facilities to service orders that fall out of the system as a Request for Manual Assistance (RMA). The Facilities Assigners work in conjunction with Field and Central Office technicians to coordinate cable pair and possible line equipment changes on installation orders or repair tickets. The Facilities Assigners also provide retail and wholesale Lines of Business (LOB's) with both Lotus Notes Database support along with telephone field assistance. The Facilities Assigners additionally provide telephone field assistance for organizations such as the RCCC, RCMAC, NAC, Frame and others. The Facilities Assigners must be able to analyze complex reports and records from various systems (i.e. LFACS, SWITCH, VZ Line Record, DLR, TIRKS, etc). When a service order falls out of the system, causing an RMA, the Facilities Assigner needs to check, correct, and verify the data in order to resolve and assign service order.
Duties include, but are not limited to, the following:
Serve as a liaison for all departments (Central Offices, RCMAC, retail and wholesale LOB's and field technicians) by serving as a facility assignment information source.
Responsible for determining errors and/or incomplete information on service orders that fell out of the system as RMA's. This is done via phone calls, fax and/or through a computer based transaction.
Respond to RMA's by analyzing and then correcting the database discrepancies, so the system can assign the proper facilities.
Update assignment data in various components of the FACS system (LFACS and SWITCH). Also verify addresses in the LiveWire database.
Assist field technicians, RCMAC and Frame, etc. personnel in delivering timely customer service when original facility assignment requires modifications.
Assist retail and wholesale LOB representatives and various other work centers with order assignment issues and correct order format.
Maintain the FACS system inventory of Outside Plant facilities (e.g. cable and pairs and addresses) by performing cross audits, CT2 PDL, DAVAR, WCORD, Pending order reports, Switch Report ORD, WCLST, WCRSV, Report Reuse, and Working/Serving Terminal Discrepancy reports.
Conduct transactions to complete, cancel, delete or re-execute orders and delete assignment requests.
TFAS (TIRKS Field Assistant)- Interface with CPC (Circuit Provisioning Center) and Engineering to process orders.
FairPoint Order Inquiry Center- Handle calls from center when service orders that are in final process are in jeopardy.
PAWS input and distribution of orders.
Process AML and DAML disconnect orders, including change orders, disconnect orders and move orders.
Process complex orders (e.g. Centex, ISDN, P-Phone, Intellidial, etc.).
Perform functions associated with PC desktop applications.
May be required to work at computer screen or computer terminals for long periods of time.
May be required to work in a room where a cool temperature is maintained due to needs of computer equipment operation.
May be required to lift boxes weighing 40 to 60 pounds.
Report daily to a supervisor who is available for guidance when needed.
May be required to perform additional duties and tasks as required by the Company.
A. Tests Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
B. Physical Requirements Must meet medical standards for the job.
C. Job Performance and Attendance Record Satisfactory performance rating & attendance punctuality record in present job.
Tours - Work assignment consists of five (5) tours, Monday to Saturday, both inclusive for a 40 hour work week. Employees may be required to work evening and night tours (may involve a rotation schedule). Overtime work on holidays and work on non-scheduled days will be required as the needs of the business necessitate.
Combined classroom and on-the-job training.
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
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