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Service Operations Coordinator

2 months ago

Bay Springs, Mississippi, United States Telephone Electronics Full time


POSITION SUMMARY:

The primary objective of this role is to effectively prioritize and allocate service requests to the suitable field technicians. The individual in this role is tasked with documenting and managing customer data derived from operational records. The Service Operations Coordinator operates under established protocols and guidelines, working closely with immediate supervision.

This position requires adherence to regulatory standards, company policies, and core values, ensuring a positive representation of both the individual and the organization.

Compliance with all standard operating procedures, safety practices as outlined in the TEC Safety Handbook, and OSHA regulations is critical to ensure the safety of all personnel.

KEY RESPONSIBILITIES:

The responsibilities outlined below are essential to the role but may not encompass all duties required. Additional tasks may be assigned as necessary by the organization.
  • Occasional travel for company-related duties utilizing either a personal or company vehicle; a valid driver's license and appropriate insurance coverage for personal vehicles are mandatory.
  • Manage incoming technician inquiries regarding customer information, including service types and exchanges.
  • Process customer data from operational records and calculate cable lengths for specialized circuits, assessing digital subscriber line (DSL) and Fiber availability.
  • Engage with customers via phone to schedule technician repairs or installation dispatches.
  • Support Care, Sales, and/or Marketing teams as needed to maintain TEC system records concerning service availability and tracking service order progress.
ADDITIONAL FUNCTIONS:
  • Participate in special projects as assigned by management or other departments.
  • Communicate with various departments regarding project statuses, service availability, service order installations, and trouble tickets.
  • Receive and process service orders for special circuits, hosted private branch exchange (HPBX), and other local exchange carriers.
  • Compile and analyze historical data related to service orders and trouble tickets using internal systems.
  • Coordinate scheduled installation times with customers.
  • Manage and coordinate internal timelines associated with service orders.
  • Maintain a calendar for drop and installation activities, ensuring alignment with internal timelines.
  • Engage in special projects as requested by management or other departments.
QUALIFICATIONS:

Education and Experience:

A high school diploma or GED is required.

Knowledge, Skills, and Abilities:

Proficiency in utilizing operational systems for word processing, spreadsheets, and presentations is advantageous. This role demands effective, professional written and verbal communication skills, along with strong organizational, presentation, and negotiation abilities, including the capacity to meet various deadlines. The individual must be adept at multitasking and detail-oriented, with a background in problem-solving.

A minimum of one (1) year of experience in dispatch operations is preferred.