CommOps, Field Traffic Controller

Comcast - Livermore, CA

Job Summary:
Responsible for focusing on Field Traffic Controller (FTC) activities for a fleet of technicians. Provides key support and direction of all scheduled work orders to the field to increase efficiency and meet work order fulfillment. Assigns jobs to installers and service technicians and provides system-wide communication to associates to ensure that customer requests are resolved satisfactorily in a timely manner.
Primary Responsibilities:
- Maintains contact via WFX, phone and or text messaging
- Utilizes Workforce Management/GPS/Mapping tools
- Distribute multiple communications with clear and concise on Technician updates and or status.
- Provide operational support for in-bound calls from technicians related to sales and basic changes required on work orders that cannot be completed through their mobile devices
- Process credits for late appointments as needed
- Record completion codes on jobs in order to provide accurate service history
- Handle requests from customers about technician ETA
- Represent Comcast in a positive, professional manner, working to exceed customer expectations while minimizing the need for further escalation
- Actively listen to customer and technician concerns to ensure mutual understanding and effectively communicate to minimize the need for future contacts
- Support input of sales orders that technicians make in the field
- Maintain daily operational records, including account credits, escalations of issues and referral requests
- Runs basic reports for fulfillment operation
- Reschedules and/or assigns jobs to technicians.
Core Responsibilities:
- Prioritizes and dispatches service and installation requests.
- Monitors daily progress of Technicians and adjusts routes to accommodate customer additions, rescheduling, and cancellations while providing support to the Technicians throughout the day.
- Inputs data into various databases used for tracking and reporting. When necessary, records completion codes in order to provide accurate service history.
- Distributes unassigned work to the appropriate field personnel; utilizes the designated workforce management tool. Organizes daily workload by managing the day of route, assigning and reassigning work as required.
- Operates PC to input and retrieve subscriber account data and makes notations as needed in the appropriate workforce management tool. Processes paperwork to issue credits for late appointments as needed.
- Effectively communicates with field personnel regarding any customer-impacting concerns, minimizing the need for future 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.)
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.

Job Specification:
- High School or Equivalent
- Generally requires 2-5 years related experience

Additional Requirements:
- Must have a High School Diploma or GED
- Must have extensive experience and at least an Intermediate proficiency in CSG. Workforce Express (WFX) experience is a plus.
- Must possess at least an intermediate proficiency level in Microsoft Excel, Outlook and Word. Advanced proficiency level in Excel, Outlook & Word is a plus.
- Must have a minimum of 1-3 years of customer service experience in a high-contact, service-related, call center environment and punctual, regular, consistent attendance.
- Must have excellent verbal and written communication skills with a demonstrated ability to articulate relevant information and directions in an organized and concise manner
- Must have excellent active listening skills, strong problem solving and critical thinking skills
- Must have the ability to interact positively with teammates and customers in a high-stress, fast-paced environment
- Must have a strong customer service orientation with a demonstrated ability to multi-task.
- Must be flexible to work shifts that include, evenings, weekends, and holidays with availability to work mandatory overtime as business needs dictate.
- Must possess a strong ability to read and use maps to identify routes for technicians that minimize driving time. Geographic knowledge of the service area is preferred
- Prior Comcast experience required
Physical Requirements:
- Must operate a keyboard, mouse, computer and phone for extended periods of time
- Must communicate verbally with customers and internal and field staff on the phone.
- Must sit prolonged periods of time in front of a computer monitor.

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Posted: 30+ days ago

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