Field Services Workforce Management Advisor I

At TDS Telecom, 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?

The Field Services Workforce Management Advisor I is responsible for managing all work that flows to Field Services from a scheduling perspective, to include both consumer and commercial work for customer orders & troubles. The role is responsible for first-level calls from Field Services to answer questions and make real-time adjustments. This position works proactively to monitor the schedule and adjust as necessary to fill in white space. This position is responsible for managing critical queues for open, incomplete, or rejected jobs to ensure field jobs are completed within service levels.

This position is also responsible for working with other back-office teams to ensure that FS work and requests are processed timely and accurately.

Location: Remote

Work Schedule: Mon-Fri 6am-10pm CST, Sat/Sun 7:30-7:00 CST (up to 10-hour shifts)

Work Order Management:

Manage Trouble Expedites & After-Hours Dispatch.
• Create Assist Orders as requested by Field Services, and create manual orders as needed for dispatching and completion of work.
• Respond to internal inquiries related to order assignments and status.
• Complete work in dispatch system when the tech is out of cell coverage or complete work for a contractor that cannot use the Field Services mobile application.
• Manage time sensitive work queues for incomplete, rejects, and open orders to minimize customer impact.
• Create tickets as requested by Field Services, Network Services, or other approved entities (state locate agencies, Sales, etc.) to facilitate dispatching and completion of work.
• Coordinate with Sales to resolve stalled or unsafe orders.
• Ensure past-due orders are closed promptly to initiate customer billing.
• Serve as a point of contact for resolving failed processes or exceptions.
• Communicate with customers to place jobs on hold or reschedule, ensuring positive customer experience.
• Update internal systems with facility information, coordinating with other departments to resolve discrepancies and ensure data integrity.
• Actively work Team chats for urgent requests from Field Services.
• Escalate held orders to drop teams for timely resolution.

Tech Schedule Management:

• Follow up with Field Services on same-day orders at risk of missing customers appointments.
• Monitor the schedule and pro-actively assign work to ensure all technicians have work scheduled.
• Dispatch pending orders as per established protocols and procedures.
• Make schedule adjustments to care for technician absences.
• Manage technician calls for assistance on work orders.

Escalations:

• Serve as the primary contact for Field Services to investigate and resolve order and ticket escalations.

Required Qualifications

• 1+ years customer service experience. Customer Service experience can include any combination of customer service experience, scheduling experience, and/or dispatching.
• Must follow the TDS attendance guidelines to meet our customers' needs.

Other Qualifications

• Ability to work overtime as business needs dictate.
• Experience with Billing, Ticketing, Provisioning, and Customer Relationship Management systems a plus.
• Prior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology, and facilities.
• Software knowledge and skills in business and Office applications such as Windows Suite.
• Excellent interpersonal communication skills (i.e., verbal, written, and listening).

Do you meet all of the Required Qualifications, but aren't sure if your experience meets the Other Qualifications? We encourage you to apply! Research shows that some candidates may not apply for jobs unless they feel they meet 100% of the qualifications, when, in fact, they have the skills and experience to be successful in the role! Experience and skills come in many different forms and may not always look identical to what we have on paper, but still lead to success in the role. If you meet the Required Qualifications and believe you have what it takes to be successful in the position, apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The pay range listed for this position represents the low and high end of the base compensation range. The actual offer amount will carefully consider multiple factors, such as relevant skills, qualifications, work experience, location and/or competencies that align with the specified role. Certain positions are eligible for additional forms of compensation such as bonuses and equity awards.