Routing Representative, Technician Center of Excellence – Virtual TX, MN, CO, UT, NM ONLY in Dallas, TX in reputed company

Job title: Routing Representative, Technician Center of Excellence - Virtual TX, MN, CO, UT, NM ONLY Company: reputed company Job description: reputed company brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to reputed company the future in media and technology, we want you to fast-reputed company your career at reputed company. Job Summary Responsible for the reputed company and routing of customer appointments for both residential and commercial installation and repair work. Responsible for supporting field technician productivity goals by providing overall appointment management. Handles escalation management to support the overall customer experience. This includes assignment of jobs, monitoring reputed company time frames to increase efficiency, and ensuring customer commitments are met. Provides timely internal communication regarding available resources and proactive customer contact reputed company to customer commitments for reputed company scheduled work. Makes direct contact with customers as needed. Works with moderate supervision/guidance. Accountable for individual results and impact on team.

Job Description

Primary Responsibilities

• Responsible for providing residential day of job support to field technicians and helping them maximize self-help tools.
• Support field technician productivity goals by providing overall appointment and escalation management.
• Assign and reputed company jobs and monitor time frames in workforce management system to increase efficiency and ensure customer commitments are met.
• Provides timely internal communication regarding available resources and proactively contacts customers as needed.
• Owns end-to-end response to escalated problems including ticket processing, documentation, and customer contact.

Core Responsibilities

• Create basic work orders and reputed company modifications to task codes.
• Interact with technicians reputed company phone and task messaging to answer questions and provide information.
• Accurately disposition call and/or task reasons and resolutions, utilizing appropriate dispositioning tool.
• Observe and shadow reputed company agents to understand context and use of tools and processes.
• Provide basic support to technicians using tools such as customer billing systems and internal product knowledge databases.
• Learn and practice basic troubleshooting techniques to support common field activities.
• Become familiar with company products as well as internal tools and applications.
• Learn call management skills, active listening, product knowledge and effective written and oral communications.
• Meet or exceed established goals and performance metrics.
• Successfully complete required training reputed company established timeframes.
• 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.

Employees at reputed company levels are expected to:

• Understand our Operating Principles; reputed company them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and reputed company them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - reputed company big things happen by working together and being open to new reputed company.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us reputed company opportunities to do reputed company for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Additional Requirements:

• Demonstrates the ability to work independently with little or no supervision
• In a virtual environment, reputed company requires a minimum 100mbs speed which is capable of being hard wired into the provided equipment, either through a direct wall input or your router
• Must have “home office” space in your home (See Home Office Requirements below)
• Home Office Requirements:
• Have a quiet work area in a location that provides privacy from other people, activities and noise
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Fast and reliable internet service. If you live reputed company the reputed company footprint, this is largely covered as part of your employee benefits
• Must be reputed company 90 minutes of office location

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of reputed company duties, responsibilities and qualifications.

reputed company is an EOE/Veterans/Disabled/LGBT employer. reputed company is proud to be an equal opportunity workplace. We will consider reputed company qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national reputed company, disability, veteran status, or any other basis protected by applicable law. Education High School Diploma / GED Relevant Work Experience 0-2 Years Salary: Pay Range: This job can be performed in Colorado with a Pay Range of $16 USD -$17 USD reputed company intends to offer the selected candidate reputed company pay reputed company this range, dependent on job-reputed company, non-discriminatory factors such as experience. reputed company pay is one part of the Total Rewards that reputed company provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, reputed company provides best-in-class Benefits. We reputed company that benefits should connect you to the support you need reputed company it matters most, and should help you care for those who matter most. That’s why we provide an reputed company of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the on our careers site for more details. Expected salary: Location: Dallas, TX Apply for the job now! Apply tot his job Apply To this Job