Center Operations Generalist

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Position:
Center Operations Generalist

Location:

St Petersburg FL

Duration: 6 Months

Summary

Responsible for error research, correction, referral, follow-up, date negotiation, times, access arrangements with customers who are potentially irritated and may become difficult to deal with. Receives trouble reports and works to resolve the customer’s problems by working with other departments and vendors. Performs acceptance testing when a new system is introduced.

General Duties

Duties may include, but are not limited to, the following:

A. Receiving trouble reports, complaints, or inquires from customers in a defined time frame. Acting as that customer’s representative in resolving their problems with other departments and telecommunications vendors.

B. Contacting customers by telephone to verify, investigate and resolve trouble reports and or service order issues; schedule appointments for repair service; to determine that trouble has cleared prior to dispatch; or for closeout concurrence to ensure trouble has been cleared.

C. Answers repair calls in a fast paced environment while interacting with internal and external customers.

D. Dispatching troubles/orders to appropriate inside and outside repair forces and receiving close-out information.

E. Negotiating dates, times, access arrangements, and handling in a courteous manner any customers who may become irate or dissatisfied with our service.

F. Acceptance testing whenever a new system goes into effect and correct any testing discrepancies.

G. Maintaining computerized and manual files of trouble reports pending further action.

H. Encouraged to use some independent reasoning and decision-making in working with supervision to ensure customers are satisfied.

I. Working in an open structure office environment and most of the day, wearing a headset to answer repair calls.

J. Operating a PC to access multiple systems, initiates testing transactions and entering status of trouble reports and/or service order information into the appropriate systems.

K. Keep detailed written of work activities including names, times and dates of contact.

L. Screening trouble reports, retesting if necessary, and using a job aid to determine the steps and actions to be taken in routing the trouble.

M. Operating a PC to perform and analyze tests, and to input, maintain and retrieve specific data/reports.

N. Monitoring and coordinating cable transfer and cable repair activities.

O. Interact with Repair and Installation technicians to help maintain customer service while monitoring work load to account for commitment time to customer.

P. Providing updates on pending service orders. Changing due dates on pending service orders and making referrals to offline groups to resolve customer complaints.

Q. Utilizing appropriate systems for verification and updates.

R. May be required to perform additional duties and tasks as required by the Company.

Basic Qualifications

A. Must be able to communicate effectively with customers.

B. Security background investigation may be required.

C. Acceptance of responsibility as a Frontier representative for talking to and negotiating with customers as well as interacting with other work groups.

D. Must be available to work scheduled tours designated by the Collective Bargaining Agreement and/or the needs of the business. Associates may be required to work evenings, weekends, holidays, and overtime as the needs of the business necessitate. Non-scheduled days will be required as needs of the business necessitate.

E. Ability to overlap-perform more than one function at a time while communicating with internal and external customers.

F. Required to maintain a heavy workload while continually tracking the status of jobs being coordinated.

Training:
Training generally includes up to seven weeks of classroom and on-the-job instruction, depending upon assignment. Students must meet training standards in order to be retained in the job.

All your information will be kept confidential according to EEO guidelines.