Cox Enterprises Tulsa , OK 74120
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