[Remote] Field Services Workforce Management Advisor I

Note: The job is a remote job and is open to candidates in USA. TDS Telecommunications LLC is dedicated to connecting people through cutting-edge fiber internet technology. The Field Services Workforce Management Advisor I is responsible for managing work flow to Field Services, ensuring timely scheduling and resolution of customer orders and issues.

Responsibilities

• 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
• 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
• Serve as the primary contact for Field Services to investigate and resolve order and ticket escalations

Skills

• 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
• 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)

Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs
• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

Company Overview