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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 appropriate field technicians. The individual in this position is tasked with documenting and managing customer information derived from operational records. The Service Operations Coordinator operates under established protocols and guidelines, working under direct supervision.

This role requires adherence to regulations, company policies, and core values, while representing both oneself and the organization in a constructive and professional manner.

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

KEY RESPONSIBILITIES:

The key responsibilities and duties outlined below may not encompass all requirements of the position. Additional instructions or related tasks may be necessary as directed by the organization.
  • Occasional travel for company-related duties using either a personal or company vehicle, necessitating a valid personal driver's license and sufficient insurance coverage for the personal vehicle at all times.
  • 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 departments as needed to maintain TEC system records concerning service availability and tracking of service order statuses.
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 service providers.
  • Compile and analyze historical data related to service orders and trouble tickets using internal applications.
  • Contact and coordinate installation schedules with customers.
  • Organize and manage internal timelines within a service order.
  • Maintain a calendar for drop and installation, ensuring coordination of internal timelines within a service order.
  • Engage in special projects as requested by management or other departments.
QUALIFICATIONS:

Education/Experience:

A high school diploma or GED is mandatory.

Knowledge/Skills/Abilities:

Familiarity with TEC operational systems for word processing, spreadsheets, and presentations is advantageous. This position demands proficient 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.