Posting Job Description
Manage transactions and customer interactions responsible for dynamic job assignment, technician tracking, and job rescheduling functions using technical workforce management tools in the RSCs. Drive efficient and effective assignment of all work order based tasks rendered to the Field fulfillment teams on day of service.
Also responsible for relaying and recording information to field personnel via telephone, messaging or other form of communications. Track and monitor type and frequency of issues that may require further individual or department training. This is an entry level position for this job family.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Monitor real-time performance and job completion of assigned field technicians, and backfill cancelled jobs when possible to ensure productive time is maximized throughout the day.
Assist in driving field technician productivity, time management and real-time job routing through utilization of workforce management software.
Assist in driving field productivity through efficient call handling and support.
Continuously monitor to optimize day of assignment of positive work (new connect, reconnects, HSD, and phone connects) to in-house Technicians to drive maximum internal efficiency and improve capitalized labor position; may look ahead to next day routes to ensure next day routing efficiency and tech productivity.
Ensure that all routed Technicians achieve, on average, budgeted points of completed work per hour or a minimum of budgeted points of completed work each day. Lunch breaks and any other allowed breaks must be communicated by technicians to the RSC and exceptions must be escalated to the appropriate Supervisor.
Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls. Escalate any issues outside of your technical scope.
Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account, along with the appropriate one time charges being added to the account.
Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls.
Record and classify all inbound calls with the Call Tracker tool. Track and analyze daily key performance indicators for call handling. Monitor and analyze call volume distribution to ensure efficient accessibility and service levels.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write and speak the English language to communicate with all levels of management, employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to adhere to local and federal regulations and company policies
Ability to maintain confidentiality
Ability to prioritize and organize effectively with a keen sense to detail
Ability to analyze and interpret data
Ability to work in a fast-paced, high pressure environment to make decisions and solve problems
Ability to multi-task using multiple software programs simultaneously
Ability to handle multiple projects and tasks
Ability to show judgment and initiative and to accomplish job duties
Basic proficiency in Microsoft Office software applications (MS Word, Excel, etc.)
Ability to utilize dispatching equipment such as telephone, pagers, mobile radio
Ability to read general system layouts from blue prints
Ability to wear telephone head set
Ability to work independently
Ability to work seated for prolonged periods of time
Knowledge of basic mathematics
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Managements tracking module and Real Time Adherence Software)
Knowledge of cable television products and services
Flexibility with work schedule required (weekend, early morning, or night shift)
Ability to work with others to resolve problems, handle requests or situations
Occasional light lifting of approximately 25 pounds
Requires adherence to Spectrum Code of Business Conduct; position must assist in maintaining the confidentiality of customer and business data at all times
High School Diploma or equivalent related work experience
Related Work Experience Number of Years
Dispatch or Customer Service or equivalent work experience 1+
Workforce Management experience preferred
Office environment with 24-hour service capabilities
Exposure to moderate noise level
Time Warner Cable