Fiber Operations Coordinator

2 days ago

Houston, Texas, United States Ezee Fiber Full time

About the Role:

Ezee Fiber is seeking a highly organized and detail-oriented Fiber Operations Coordinator to join our team. As a key member of our operations team, you will play a vital role in coordinating and dispatching field service technicians to address customer requests, installations, repairs, and maintenance related to FTTH services.

Key Responsibilities:

  • Receive and process service requests from customers through various channels, including phone calls, emails, and online ticketing systems.
  • Assess the urgency and nature of the request and prioritize based on service level agreements (SLAs) and customer needs.
  • Assign and dispatch field service technicians to customer locations based on their availability, proximity, skillset, and the nature of the service request.
  • Optimize technician routes to ensure efficient utilization of resources and minimize travel time and costs.
  • Maintain ongoing communication with customers, providing updates on technician arrival times, rescheduling if necessary, and addressing any customer concerns or inquiries.
  • Liaise with other internal departments, such as customer support, technical teams, and supervisors, to ensure smooth workflow and effective problem resolution.
  • Collaborate with external vendors or contractors, if required, to fulfill service requests or resolve technical issues.
  • Maintain accurate records of customer interactions, service requests, dispatch activities, and technician assignments.
  • Ensure adherence to company standards, policies, and procedures throughout the dispatch process.

Requirements:

  • Familiar with customer record systems and practices in general.
  • Familiar with the Google suite of office tools.
  • 2+ years customer service experience.
  • Typing skills, 40+ words per minute.
  • High school diploma.
  • Highly organized, detail oriented, and communicative with colleagues and leaders.
  • Ability to adapt to a fast moving and changing environment.
  • Ability to work independently.
  • Must enjoy working with the public, both on the telephone and in person.
  • Ability to troubleshoot and identify customers' needs.
  • Ability to multitask, prioritize and manage time effectively.

What We Offer:

  • Competitive compensation package.
  • Health, Dental and Vision insurance.
  • 401k match.
  • Paid time off and other generous benefit programs.

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