Field Services Workforce Management Advisor I

TDS Telecom

1d•$18 - $26•Remote

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? The Field Services Workforce Management Advisor I is responsible for managing all work that flows to Field Services from a scheduling perspective, to include both consumer and commercial work for customer orders & troubles. The role is responsible for first-level calls from Field Services to answer questions and make real-time adjustments. This position works proactively to monitor the schedule and adjust as necessary to fill in white space. This position is responsible for managing critical queues for open, incomplete, or rejected jobs to ensure field jobs are completed within service levels. This position is also responsible for working with other back-office teams to ensure that FS work and requests are processed timely and accurately.

Requirements

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.

Nice To Haves

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).

Responsibilities

Work Order Management:
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.
Tech Schedule Management:
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.
Escalations:
Serve as the primary contact for Field Services to investigate and resolve order and ticket escalations.