Advisor - Field Services Workforce Management (WFM)

At TDS, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

As an Advisor - Field Services Workforce Management (WFM), you will be responsible for field scheduling management roles and functions as well as Field Service trouble ticket and service order reschedules and completions. This includes associated work needed to update and maintain accurate customer billing and facilities systems information. Accuracy in this role has an impact on external customers and internal teams including Field Services, Sales, and APC.

Click scheduling roles and functions include, but are not limited to, the following:

Managing technician calls for assistance on work orders.
• Timely and accurately dispatching pending orders per established protocols and procedures.
• Reviewing and updating orders daily to ensure proper appointment date and time, order status, job code, and other identified order quality criteria.
• Prompt handling of Open, Incomplete or Rejected orders.
• Creating Assist Orders as directed by Field Services.
• Creating manual orders as needed for dispatching and completion of work.
• Responding to inquiries (from Field Services and other teams) related to order assignments and status.
• Completing orders as necessary when the Field Service Technician (FST) Mobile Application is out of area or non-functioning and/or to complete work performed by a non-Mobile Application user (such as contractors, etc.).

Order and Trouble management include, but are not limited to, the following for Field Service assigned work:

• Acting as first point of contact for Field Services to review and investigate order and ticket content escalations.
• Providing information and direction to Field Services and other departments (Sales, APC, COAST, etc.) as requested. Apply advanced knowledge of Dispatching System, Billing, Provisioning, and Ticketing workflows and processes, in addition to the ability to navigate facility-based systems and interpret data to diagnose and provide direction, as needed. This work often requires oral and written communications to multiple departments.
• Utilizing address qualification systems and tools, this position is accountable for interpreting and accurately assessing Data and/or IPTV product availability by address.
• Identifying system malfunctions and design flaws and notify support teams to take corrective action. This position must understand order provisioning and tasks and their impact on downstream teams.
• Creating tickets as requested by Field Services or other approved entities (state locate agencies, Sales, etc.) to facilitate dispatching and completion of work, including cable locates, DSL and IPTV pre-qualifications, and other order support functions.
• Rescheduling service orders and trouble tickets via appointment reservation system including interactions with customers as needed.
• Ensuring accurate and timely handling and completion of provisioning tasks and queue responsibilities.
• Ensuring accurate and timely completion of billing and provisioning tasks following completion of Field Service dispatched orders; update sales orders for changes as needed.
• Promptly and accurately ensuring internal systems are updated with correct facilities information as provided by the FST during completion or other contacts. This includes follow-up as needed with other departments to resolve conflicts in system information and the ability to apply identified updates to records to ensure accuracy and appropriate results.
• Promptly and accurately applying additional billing and/or billing changes communicated by the FST.
• Providing assistance on service orders, dispatches, and trouble tickets as requested.
• Assisting other teams and departments with inquiries and approved projects and tasks as approved by management.

In this role, you must have the ability to navigate, understand and resolve issues using a multitude of applications including Dispatching Software, Appointment Reservation System, CRM, Billing, Provisioning, Sales Order System, Facilities System, Ticketing System, Email/Incident Management System, and the Service Address Tools.

The pay range listed for this position represents the low and high end of the base compensation range. The actual offer amount will carefully consider multiple factors, such as relevant skills, qualifications, work experience, location and/or competencies that align with the specified role. Certain positions are eligible for additional forms of compensation such as bonuses and equity awards.

• Schedule and complete service order and trouble tickets. This includes:
• Management of order scheduling and related tasks while fielding support calls from technicians.
• Completion of Dispatching orders, Sales service orders, Facility service orders, Provisioning tasks, manual pre-quals, and UTS Trouble Tickets.
• Rescheduling of Field Service orders and trouble tickets.
• Update and maintain accurate billing, company records and systems including entry of additional billing charge or changes as indicated by FST.
• Create tickets for dispatching of work (cable locates, pre-quals, etc.) to Field Services.
• Investigate overdue orders assigned to Field Services for completion.
• Keep abreast of technical developments and the skills needed to assume expanded job responsibilities in the sophisticated telecommunication service offerings. Maintain knowledge of relevant TDS products and services.
• Contribute to overall process improvement by providing feedback to management and recommended solutions.

Required Qualifications

• 2+ 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.

Other Qualifications

• Experience with Dispatching, Billing, Ticketing, Provisioning, and CRM systems including Salesforce, Click Schedule, CSG, Workforce Express, SABRE, DESI, Metasolv, MARTENS, UTS, and Siebel
• Ability to work mandatory overtime during peak times and the ability to work overtime on weekend rotations.
• Ability to accurately record and interpret data.
• Associates degree (or higher) in telecommunications field is preferred.
• Prior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology and facilities.
• Excellent interpersonal communication skills (i.e. verbal, written, listening).
• Software knowledge and skills in business and Office applications such as Windows Suite.
• Decision-Making and Self-Management:
  • Skills in troubleshooting and solving problems.
  • Excellent organizational and time management skills. Ability to manage individual workload while meeting team goals and business needs of the company.
  • Proven aptitude to work well on a team or independently with minimal supervision.
  • Desire and ability to work and make timely decisions in a rapidly changing and uncertain environment.
• Attitude:
  • Positive outlook in challenging situations and the ability to present concerns in a constructive way.
  • Ability to promote strong team morale and spirit.
  • Desire to help others adapt to change.
  • Ability to champion process improvement.
  • Desire and ability to lead by example - self-motivated.

Do you meet all of the Required Qualifications, but aren't sure if your experience meets the Other Qualifications? We encourage you to apply! Research shows that some candidates may not apply for jobs unless they feel they meet 100% of the qualifications, when, in fact, they have the skills and experience to be successful in the role! Experience and skills come in many different forms and may not always look identical to what we have on paper, but still lead to success in the role. If you meet the Required Qualifications and believe you have what it takes to be successful in the position, apply today!

Benefits

Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others. Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates. Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates).

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law.

TDS Telecommunications LLC (TDS Metrocom/TDS) is a leading provider of fiber internet service. With more than 50 years of experience, the communications company is building and deploying new, fiber optic networks in neighborhoods across the country. In addition, TDS provides innovative TV entertainment and advanced phone services. Visit tdsfiber.com to learn more.