Field Support Customer Service Representative

Job Description

As a Field Support Center Representative, you will play a central role in assisting field technicians who are installing and supporting high-speed internet services in customer homes. You will be responsible for compiling the daily workload for technicians and assigning work orders for various job types, including service installations, changes, trouble calls, and disconnections. Your support will ensure timely installations, resolutions, and overall customer satisfaction.

Responsibilities

• Dispatch service technicians, installers, and other technical personnel using Work Force Management tools, phones, and other technologies.
• Review customer account information and input appropriate data regarding reschedule dates, service changes, and trouble call information using CRT/computer.
• Monitor field technicians’ locations and routes throughout the day.
• Close technician and installer jobs and add equipment or services to customer accounts as necessary.
• Maintain database and system accuracy by ensuring customer account records reflect the work completed in the field each day.
• Reschedule missed appointments at a time convenient for the customer.
• Compile, maintain, and prepare various required operational reports, logs, and files.

Essential Skills

• Customer service
• Data entry
• Proficiency in Microsoft applications
• Experience with inbound calls

Additional Skills & Qualifications

• 1 to 2 years of prior work experience in a customer-facing role
• High School Diploma or GED required

Work Environment

The role offers flexible hours from 8:00am to 9:00pm Monday to Friday, and 8:00am to 11:00pm on Saturdays, with Saturdays being mandatory. You can opt for either a 5-day, 8-hour schedule or a 4-day, 10-hour schedule, based on business needs. After six months, the position transitions to being 75% remote, with Saturdays always remote. Mandatory training is conducted during the first four weeks, Monday to Friday from 8:30AM to 5:30PM. The business casual work environment is located in Chester, NY, within a corporate office setting that resembles an office rather than a call center. The facility includes a gym and cafe on-site. Benefits include cable internet and TV reimbursement, eligible after 60 days.