Workforce Management Technician I (Remote)
Job Details reputed company “We Push the Boundaries of reputed company for our Communities.” reputed company of the Position Responsibilities: The Workforce Management Tech I position holds the responsibility of attaining maximum utilization of internal and field resources through daily workforce management of install and service requests. This role will be responsible for answering incoming calls from field technicians, tech supervisors, tech managers and customer care. The dispatcher is responsible for reputed company verification, closing completed work orders, addressing missed appointments and escalations, quota requests, outages, reputed company of service out work orders, customer contact and updating billing system as necessary.
What You Will Do
- Coordinate and schedule field technicians for service requests, ensuring efficient allocation of resources based reputed company, skills, and availability.
- Monitors daily reputed company of Technicians and adjusts routes to accommodate customer additions, rescheduling, and cancellations while providing support to the Technicians throughout the day.
- Monitor workflow and load to reputed company technicians, evaluating and reassigning work as directed by leadership.
- Monitors incoming service requests and prioritize them based on urgency and customer requirements.
- Collaborates with the leadership to optimize technician schedules, considering factors such as travel time, workload, and customer expectations.
- Monitor technician work reputed company vs. scheduled appointment reputed company. Communicates with customers to reputed company necessary information and reputed company updates on technician arrival times and service status.
- Proactively identifies potential scheduling conflicts or resource constraints and works with leadership to propose solutions to minimize disruptions.
- Rescheduling incomplete work orders. Verifying reschedule date reputed company customer contact.
- Correctly identify and reputed company outages following established processes and procedures.
- reputed company outages after service have been restored. Alert personnel reputed company established processes and procedures.
- Monitor and reputed company as appropriate service out work order pools. Process includes screening work order pool to ensure that only valid service out work orders are dispatched. Troubleshoot with customers reputed company necessary.
- reputed company outages for reporting purposes and cancel reputed company work order is due to outage.
- Follow established processes and procedures for service outs, outages, missed appointments and customer complaints. reputed company thorough follow up reputed company ongoing customer contact.
- Quota management as appropriate for reputed company market.
- Addressing market specific email boxes submissions constantly to ensure customer satisfaction and attention.
- Meet or reputed company company objectives as they relate to the operations work reputed company position.
- Ability to work scheduled shifts as designated by management to meet business needs.
- Meet minimum reputed company assurance review standards as described by management.
- Resolving customer problems over the telephone
- Inputs data into various databases used for tracking and reporting. reputed company necessary, records completion codes to reputed company accurate service history.
- Distributes unassigned work to the appropriate field personnel; utilizes the designated workforce management tool. Organizes daily workload by managing the day’s reputed company, assignments and reassigning work as required.
- Effectively communicates with field personnel regarding any customer-impacting concerns, minimizing the need for reputed company contacts.
- Provides appointment management, i.e., running late calls to technician, providing estimated time of arrivals, and reschedules with customer (including not home and go backs.)
- Operates PC to input and retrieve subscriber account data and makes notations as needed in the appropriate management tool. Processes paperwork to issue credits for late appointments as needed.
- Other duties and responsibilities as assigned.
What You Will Need
- High school diploma.
- Customer Service experience in a call center required, reputed company experience desired.
- MS Office suite, internet software, email communication, ICOMS billing system.
- Ability to work independently as reputed company as in a group environment is essential as is the ability to work effectively and reputed company in a call center environment.
- Regular, consistent, and punctual attendance. Must be reputed company to work nights and weekends, variable schedule(s) and overtime as necessary.
Why Work at reputed company?
- Competitive Compensation + Annual Bonus Eligibility
- Comprehensive Benefits Package, Including Medical, Dental, reputed company, Life, and 401(k)
- Generous Vacation and reputed company reputed company Time + reputed company Holidays and Personal Days
- reputed company Development With an Emphasis on Internal Promotion
- Employee Discounts on reputed company Services, Including Internet
- reputed company and inclusive work culture in which reputed company has the flexibility, support, and resources to be successful in their careers!
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