[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.ResponsibilitiesManage Trouble Expedites & After-Hours DispatchCreate Assist Orders as requested by Field Services, and create manual orders as needed for dispatching and completion of workRespond to internal inquiries related to order assignments and statusComplete 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 applicationManage time sensitive work queues for incomplete, rejects, and open orders to minimize customer impactCreate tickets as requested by Field Services, Network Services, or other approved entities (state locate agencies, Sales, etc.) to facilitate dispatching and completion of workCoordinate with Sales to resolve stalled or unsafe ordersEnsure past-due orders are closed promptly to initiate customer billingServe as a point of contact for resolving failed processes or exceptionsCommunicate with customers to place jobs on hold or reschedule, ensuring positive customer experienceUpdate internal systems with facility information, coordinating with other departments to resolve discrepancies and ensure data integrityActively work Team chats for urgent requests from Field ServicesEscalate held orders to drop teams for timely resolutionFollow up with Field Services on same-day orders at risk of missing customers appointmentsMonitor the schedule and pro-actively assign work to ensure all technicians have work scheduledDispatch pending orders as per established protocols and proceduresMake schedule adjustments to care for technician absencesManage technician calls for assistance on work ordersServe as the primary contact for Field Services to investigate and resolve order and ticket escalationsSkills1+ years customer service experience. Customer Service experience can include any combination of customer service experience, scheduling experience, and/or dispatchingMust follow the TDS attendance guidelines to meet our customers' needsAbility to work overtime as business needs dictateExperience with Billing, Ticketing, Provisioning, and Customer Relationship Management systems a plusPrior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology, and facilitiesSoftware knowledge and skills in business and Office applications such as Windows SuiteExcellent interpersonal communication skills (i.e., verbal, written, and listening)BenefitsMedical CoverageDental CoverageVision CoverageLife Insurance401(k) PlanGenerous Vacation & Paid Sick LeaveSeven Paid National Holidays & One Floating HolidayPaid Parental Leave (6 weeks after 12 months of employment)Adoption & Surrogacy AssistanceEmployee Assistance & Wellness ProgramsShort-Term & Long-Term DisabilityTDS Service DiscountsEducation AssistancePaid Volunteer TimeCompany OverviewTDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S. It was founded in 1969, and is headquartered in Madison, WI, US, with a workforce of 1001-5000 employees. Its website is http://www.tdstelecom.com.



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