Advisor Field Services Workforce

Advisor - Field Services Workforce Management (Wfm)

At TDS, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

Location: Remote

Work Schedule: M-F 6am-7pm CST and rotating weekend. The shift would be decided based on business needs and would be a 9-hour shift that includes an hour lunch break. Our shifts range from 6-3, 7-4, 8-5, 9-6 and 10-7.

As an Advisor - Field Services Workforce Management (WFM), you will be responsible for field scheduling management roles and functions as well as Field Service trouble ticket and service order reschedules and completions. This includes associated work needed to update and maintain accurate customer billing and facilities systems information. Accuracy in this role has an impact on external customers and internal teams including Field Services, Sales, and APC.

Click scheduling roles and functions include, but are not limited to, the following:

• Managing technician calls for assistance on work orders.
• Timely and accurately dispatching pending orders per established protocols and procedures.
• Reviewing and updating orders daily to ensure proper appointment date and time, order status, job code, and other identified order quality criteria.
• Prompt handling of Open, Incomplete or Rejected orders.
• Creating Assist Orders as directed by Field Services.
• Creating manual orders as needed for dispatching and completion of work.
• Responding to inquiries (from Field Services and other teams) related to order assignments and status.
• Completing orders as necessary when the Field Service Technician (FST) Mobile Application is out of area or non-functioning and/or to complete work performed by a non-Mobile Application user (such as contractors, etc.).

Order and Trouble management include, but are not limited to, the following for Field Service assigned work:

• Acting as first point of contact for Field Services to review and investigate order and ticket content escalations.
• Providing information and direction to Field Services and other departments (Sales, APC, COAST, etc.) as requested.

Employment at TDS is subject to post-offer, pre-employment drug testing. At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law.