Coordinator, Field Workforce

General Summary

Responsible for dynamic job assignment via required workforce management tools to ensure a technician arrives at a customer’s home on time, with enough time, with the right skills and equipment to complete the job. Also responsible for relaying and recording information to field personnel related to their current day.

Essential Duties/Responsibilities

• Respond to customer service requests by prioritizing and dispatching service requests to available technicians; act as liaison between technician and customer service employees
• Assist in driving field productivity through efficient call routing
• Pre-call any customers that fall out of the automated pre-call system or need updates based on technician availability
• Validate routes at required intervals
• Ensure all jobs are assigned and completed each day
• Rebalance work as necessary to ensure on-time arrival and consistent work distribution, maximizing technician productivity and efficiency
• Verify all technicians are accurate in WFX for the day
• Request new IRTs be added through established process
• Coordinate schedule updates as they impact day of routing and monitor the location of technicians and their utilization
• Maximize the routing functions in WFX
• Appointment management; notify technicians of appointment changes
• Record and maintain basic dispatch information
• Plan and maintain efficient operations based on processes and procedures
• Analyze and communicate routing inefficiencies within WFX; Assess and propose possible fixes to start locations, management areas, quota revisions, and tech rotations
• Assist technicians as necessary
• Perform other duties as required

Job Requirements

• Ability to prioritize and organize effectively with a keen sense to detail
• Ability to work in a fast paced, high pressure environment
• Ability to multi-task using multiple software programs simultaneously
• Highly proficient in spoken and written English
• Ability to communicate effectively with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, billing systems)
• Ability to utilize dispatching equipment such as telephone, pagers, mobile radio
• Knowledge of basic mathematics
• Knowledge of braodband products and services
• Vision ability: close vision, and ability to adjust focus
• Knowledge of billing system structure
• Knowledge of service troubleshooting diagnostic procedures
• High school diploma/GED or equivalent work experience
• Minimum 1 year experience as Dispatcher and 2 years experience as Customer Service

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to review our Benefits at the following link: https://www.risebroadband.com/careers/benefits [https://www.risebroadband.com/careers/benefits/]