Hotwire Communications

  • Property Scheduling Specialist

    Job Locations US-FL-Fort Lauderdale
    Posted Date 1 month ago(6/11/2018 2:50 PM)
    Job ID
    2018-1051
    # of Openings
    2
    Department
    Operations and Customer Service
  • Who We Are

    Come power the future with us!

     

    From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.

     

    And that leadership continues.

     

    We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.

    What You Will Be Doing

    The Property/Scheduling Specialist’s primary role will be to coordinate the building of shell accounts in our billing system, scheduling technicians for MSA surveys, installs, change orders and troubles.  Additionally take normal inbound calls. The Scheduling Specialist also provides a QA function to ensure all customer documentation is uploaded into their file and service orders are properly documented and closed.

     

    Responsibilities:

    • Outbound calls to customers using Noble and scheduling tool to schedule MSA appointments
    • Ensure MSA agents complete all scheduled and last minute MSA's on a daily basis
    • Calls customer 24 hours ahead of the to confirm scheduled appointments
    • Call customer the day of the install informing them the technician’s expected arrival time
    • Ensure that scheduled appointments get completed in a timely manner
    • Maintain excellent communicate with residents regarding any/all changes that may take place in the schedule
    • Perform survey calls as directed by Launch Team Manger
    • Schedule/ assign installations to technician teams 1 business day prior to install
    • Print and distribute work orders morning of appointments
    • Ensure installation crews call in upon completion of job or return to base and provide pertinent information
    • Provide concise clear and accurate communication to Provisioning department regarding any changes/edits to installation appointments
    • Follow documented procedures to close work orders daily, ensuring all equipment is accounted for and customer documentation is uploaded in Commsoft
    • Schedule QC /training team to inspect installed home and provide training to customer
    • Obtain QC paperwork from QC team
    • Escalate any issues found in returned paperwork to Team Leader
    • Perform QA function on service orders to ensure the following are included in Commsoft:
      • Billing Activated
      • Functions checked off (such as 900 blocking, toll restricted, etc)
      • ONT/Internet Equipment added to appropriate field.
      • TB information added to appropriate field
      • Verify Call Plan details
      • Phone & customer E-mail address
      • Alternate contact information

    What You Need to Bring

    • Travel may be required to off site / launch locations for extended periods of time
    • Have strong multi-tasking abilities
    • Good clear phonics with a friendly voice on the phone
    • Strong grammar skills
    • Ability to sit for long periods of time with limited breaks
    • Fast Learner, very intuitive, visualize the issue and take action
    • Associates Degree in General Business with at least 6 months of operational experience
    • Requires an excellent knowledge of all resources required to support our customers including internal team members, third party vendors, contractors and support teams
    • Excellent communication and time management skills
    • Fast Learners, very intuitive, visualize the trouble and understand their limitations
    • Uniform at Remote location is Hotwire/Fision branded golf shirt and khakis

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