Hotwire Communications

  • Property Support Specialist

    Job Locations US-FL-Naples
    Posted Date 3 months ago(7/26/2018 2:19 PM)
    Job ID
    # of Openings
    Customer Support
  • Who We Are

    Hotwire Communications, founded in 2000, specializes in providing advanced video solutions, high speed internet, digital phone service and other IP related products and services over its private Metro Ethernet Fiber Backbone. Hotwire’s operating divisions focus on delivering its suite of advanced communications products to unique market segments to meet the needs of a specific industry.

    What You Will Be Doing

    Support and coordinate the onsite duties associated with the launch, special projects and/or upgrades of a residential property with a strong focus on outbound calling to schedule technicians installs, change orders and trouble tickets. Additionally, take normal inbound customer walk‐ins and respond to customers face to face in our remote or on-property office. The Residential Property Support Specialist also provides a quality assurance function to ensure all customer documentation is uploaded into their account profile and service orders are properly documented.


    The successful candidate should have a servant’s heart and enjoy helping people.


    Essential Duties/ Responsibilities

    • Outbound calls to customers using Noble and scheduling installations, change orders or trouble ticket appointments for the property
    • Call customers 24 hours ahead to confirm scheduled appointments
    • Ensure scheduled appointments are completed in a timely manner
    • Work with our Dispatch Department to scheduling escalation trouble tickets and installation appointments
    • Complete audits for the property when necessary for customer accounts
    • Maintain excellent communication with residents regarding any/all changes that may take place with the schedule
    • Provide concise, clear and accurate communication to Provisioning Department regarding any changes/edits to installation appointments
    • Escalate any issues found in the customer’s account or from a customer directly to the Account Manager

    Provide support to the Property Management and Board of Directors for Hotwire related issues

    What You Need to Bring

    • Associates Degree in General Business with at least six (6) months operational experience in project management or in the deployment of telecommunications systems (Voice, Video, Data and/or Security). Requires an excellent knowledge of all resources required to support our customers’, including internal team members, third party vendors, contractors and support teams
    • At least three years customer service experience
    • Excellent communication and management skills
    • Ability to travel as travel may be required to remote, in-state locations for extended periods of time
    • Have strong multi‐tasking abilities
    • Good clear phonics with a friendly voice on the phone
    • Strong grammar
    • Ability to sit for long periods of time with limited breaks
    • Fast Learners, very intuitive, visualize the issue and take action


    ** Uniform at Remote location: Company logo shirt and jeans or slacks are acceptable. A Company logo jacket, if necessary, is acceptable.


    Physical Demands

    While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    Work Environment

    This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

    While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.


    Equal Employment Opportunity

    Hotwire Communications is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or Veteran status.


    Hotwire Communications does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Hotwire Communications and Hotwire Communications will not be obligated to pay a placement fee.


    *Sponsorship is not available for this position


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