General Summary: Performs clerical duties in support of Field Operations and Service Order flows. Maintains records in accordance with established procedures. Typical duties include Service Order Assignment, Provisioning, and assisting technicians when they call.
Ensures daily, that all orders are staged to a position to ensure our technicians success. The essential job functions include, but are not limited to the following:
- Works in Oasis FM nodes to process service orders.
- Assigns FTTH, ADSL, POTS and Cable Modem facilities to prepare orders for automation.
- Creates facility records for new sites where we have upgraded or installed new equipment.
- Manually provisions various equipment when necessary due to automation failures.
- Performs other general clerical duties including taking calls from technicians and customers to provide provisioning support.
- Contacts customers to ensure services are working after processing provisioning only orders.
- Performs account audits using Omnia360 and Mosaic, makes necessary provisioning adjustments to align billing with services provided.
- Performs dispatch duties when necessary based on workload and dispatch PTO.
- Performs all other related duties as assigned by management.
Knowledge, Skills, and Abilities: - Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment; makes good decisions and is willing to learn.
- Professionalism - Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions and follows through on commitments.
- Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality and is open to coaching and new ideas.
- Communications - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification and responds well to questions. Adept at composing professional business correspondence. Must possess excellent client-facing and internal communication skills.
- Teamwork - Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed.
- Organizational Support - Follows policies and procedures and completes administrative tasks correctly
- Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently; has the ability to work independently as well as with others
- Interpretation - Able to read, analyze, and interpret instructions, contracts, policies, documents and regulations
- Computer Skills - Possesses solid operating knowledge of Microsoft Word, Excel, and Outlook.
- Job Knowledge - Must have a solid understanding of processes, procedures, and software used to complete required duties
- Flexibility - Must be able to work outside normal business hours when necessary, to include occasional weekends.
- Reliable transportation to and from work. This position is "in office" and is not considered a remote position.
Education and Experience: High school diploma or equivalent. Plus 1-3 years related experience preferred.
Physical Requirements: - Close vision, Distance vision and ability to focus
- Regularly required to talk or hear
- Regularly required to use hands to grasp, handle or feel
- Must be able to write, type and use phone system
- Minimal lifting/pulling/pushing/climbing/kneeling/stooping