Field Services Coordinator

Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers - and our people.

Job Summary
Under limited supervision, performs work of moderate difficulty in office work supporting the system operation management team. Responsible for supporting the administrative functions of the management team to meet system goals and requirements such as, safety, performance, and specialized administrative paperwork while making experienced decisions in a fast-paced environment.

This position has the flexibility of officing out of our Lake Havasu City or Flagstaff location.

  • Provides quality internal and external customer service surrounding the Company values
  • Ability to stay highly organized and maintain accurate records in an efficient manner; as well as make recommendations for process improvements
  • Proactively monitor and schedule assignments to meet deadlines, including working with Supervisor or Manger to ensure department objectives are met
  • Maintains critical logs of activities affecting system statistics and advises/assists management team accordingly
  • Updates and assists management team on require documentation, missing assignments, and unsatisfactory conditions
  • Provides direction to other customer care personnel, delegates departmental work, and assists with escalated issues
  • Processes various documentation such as; technician and office equipment forms, service request forms, security works orders, and payment processing
  • Communicates with other departments to troubleshoot system problems
  • Other duties as assigned

Essential Functions
  • Services as a developmental resource and mentor for FSSS I by providing instruction, support, direction, and problem solving
  • Performs all duties of Retail Sales Agents as necessary
    • Greets and serves customers with the highest degree of courtesy and professionalism
    • Determines customer needs in order to sell or upgrade Suddenlink services
    • Demonstrates services and educates customers about products and equipment
    • Establishes customer accounts using the applicable billing system
    • Explains bills and Company policies and procedures concerning prices, billing and service
    • Processes customer payments accurately and balances daily transactions according to established cash management procedures
    • Accesses customer databases or other electronic files and/or paper reference material to locate customer records and research account history
    • Enters pertinent information Accurately to customer accounts including credits, payment and billing information
    • Maintains accurate inventory of customer-premise equipment
    • Issues, receives and maintains records of customer-premise equipment
    • Troubleshoots service-related problems with customers; tests customer-premise equipment
    • May contact customers regarding Company services
  • Position considered being light in physical intensity; exerting up to 20 pounds of force occasionally in order to life, carry, push or pull different types of objects
  • Routinely sitting 50% or more of the time
  • Must be able to work on a PC or computer terminal up to a full work/shift day
  • Must be able to speak fluently to communicate information to employees, customers, and prospects
  • Must be able to operate standard office equipment
  • Must be able to climb stairs
  • Must be able to stand and/or sit for long periods of time; must be able to bend, stoop, walk, and sit

Qualifications / Requirements
  • 2-years' experience as a Retail Agent, Dispatcher and/or Field Service Support Specialist or equivalent related experience
  • Ability to prioritize and organize effectively, detail oriented
  • High School Diploma or GED
  • Has the ability to retain detailed or important information and instruction
  • Demonstrated ability in MS programs, especially Excel, Word to include expert knowledge spreadsheets, formulas, and analyzing trends
  • Experience with other programs such as PeopleSoft and ICOMs
  • Has the ability to work independently and with others
  • Ability to multi-task
  • Demonstrated ability to maintain a high level of confidentiality

Preferred Experience
  • Previous knowledge of system operations preferred
  • Customer service and/or sales experience preferred

Working Conditions
  • Office environment
  • Field environment

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