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Route Support Specialist

Expired Job

Cox Enterprises Tulsa , OK 74120

Posted 2 months ago

Role Summary:

The Route Support Specialist acts as the primary point of contact for Field Operations Technicians and as a liaison between or among customers, Field Operations, and internal business groups. He/she coordinates and monitors customer appointments to ensure a timely and excellent customer experience.

Primary Responsibilities and Essential Functions

  • Monitors technician status through mobile resource management tools to effectively manage arrival times and shift completion.

  • Proactively monitors job pools and schedules, identifies unfilled time slots, overbooking, inefficiencies, cancellations, and rescheduled, late or unfinished jobs, and takes action to assign/reassign work to meet customer commitments.

  • Ensures daily technician routes are operationally efficient (i.e., appropriate drive time, meet on-time guarantees, maximize productivity, alignment with employee skill sets), meet business rules/requirements, and maximize technician route efficiency to satisfy business needs.

  • Recommends best practice process enhancements to leadership to improve customer experience, internal processes, and overall routing effectiveness.

  • Interacts with internal and external customers to make adjustments for appointment scheduling and manages backfill of daily openings in technicians' routes as needed.

  • Interacts with vendor partner leadership to resolve day-to-day route issues.

  • Interacts with vendor dispatch to resolve Route Support missed appointments and "go back" requests.

  • Responds to questions and issues from various boundary partners related to OFSC (Oracle Field Service Cloud) .

  • Anticipates obstacles that may interfere with work completion and identifies opportunities to address them.

  • Proactively solicits feedback to ensure continuous improvement.

  • Receives and coordinates same day ("Must Do" or sooner) appointment requests.

  • Assesses the urgency of customer service needs (e.g., from customer service emergency calls) and escalates, as appropriate.

  • Audits incomplete past due work orders and follows up to ensure that work orders are resolved (i.e., completed, cancelled, or rescheduled) and closed within specified guidelines.

  • Responds to internal and external customer calls and contacts customers regarding appointment verification, rescheduling missed appointments, job move-ups and work order cancellations.

  • Effectively uses error reporting mechanisms to provide leadership with feedback on work order accuracy.

  • Notifies technicians of specific issues related to system outages or problems that may affect their work for the day.

  • Identifies and communicates potential issues to technicians to ensure their safety in various conditions/situations.

  • Communicates and collaborates with internal boundary partners in a timely manner to solve problems and ensure customer needs are met.

  • When required, documents actions taken on each call in ICOMs, applies credit adjustments (e.g., credit for failure to meet on-time guarantee, trouble call charges, etc.) and balances accounts.

  • Attends job-related training that may include: initial training, refresher training, product, service, and customer experience updates, and cross-training.

  • Reads new or updated reference material/announcements pertaining to construction schedules, outages, promotions, programming changes, specials, policies, and other company business.

  • Displays willingness to support, aid, and assist team members and others.

  • Conveys ownership of and commitment to resolving customer problems.

  • Presents a positive, professional image by demonstrating respect, building trust, and developing relationships with others


  • High School diploma, GED or relevant work experience

  • 2 or more years of experience preferred in related field

  • Demonstrated experience in customer service environment

  • Demonstrated experience in workforce management, call/job routing, logistics, problem-solving

  • Prior experience in using mobile resource management tools

  • Requires strong knowledge of ICOMS, Microsoft Word, Excel, Access, PowerPoint, WFA tools (ETAdirect preferred), GPS

  • Excellent interpersonal, leadership, and collaborative skills to work effectively with teams throughout organization


  • Associate's or Bachelor's degree in related discipline strongly desired (i.e., Business, Engineering, Electronics, etc.)

  • Capacity planning experience preferred

  • Demonstrated ability to think quickly, assess situations and act decisively

  • Demonstrated ability to use good judgment when working with challenging situations

  • Experience in telecommunications industry desired

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Route Support Specialist

Expired Job

Cox Enterprises