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Form of workJob Description
Job Purpose
Perform dispatching function for Communications field workers & assist with the coordination of projects. Coordinate work order assignments with the System Administrators. Provide excellent customer service and develop strong customer relationships. Provide administrative support for areas under Manager, Telecommunications. Act as liaison between the Communications work groups and other areas in the Utility as needed.
Specific Responsibilities
Primary point of contact for coordinating all service-related functions as needed for residential, business class and enterprise customers.
Perform dispatching function for the Communication field crews, including:
Dispatch Telecomm Technicians I as needed to next assignments, taking into consideration work priority and location.
Administer all aspects of the work order system, including creating and closing work orders, verifying accuracy, and following up on completion timelines.
Routing, adding any necessary backup paperwork and assemble orders for distribution.
Process returned orders by verifying equipment and other details as needed.
Follow up on any open orders and resolve any issues as needed.
Act as a liaison between other departments and the Communications department as appropriate.
Maintain listing of extra work that can be completed by field crews as time allows.
Maintain department calendar for time off and training, ensuring that time is removed from customer scheduling system as appropriat
Coordinate project work between Communications work groups and other areas, such as Enterprise installations, Fixed Wireless, commercial installations (including VoIP) construction work, and other projects as appropriate.
Support broadcaster programming contract filings or form completion.
Perform administrative functions for department, including:
Keep accurate minutes from staff and other departmental meetings.
Maintain contract and project files for the department, ensuring documents are saved or scanned in the Utility’s document management system. Maintain filing systems as needed.
Review Morning Report for accuracy regarding outage and maintenance events, resolving any discrepancies.
Complete monthly board report using morning report data.
Prepare draft of quarterly reliability statistics for review by Department Manager and Director.
Monitor and maintain field communications with department personnel.
Assist with inventory management, including researching and resolving discrepancies with office and technician inventory. Maintain inventory for special projects such as new equipment exchange, and new build out areas.
Coordinate fiber drop installations and orders by contacting Iowa One Call for locates and coordinating work with the customer.
Maintain the fiber drop listing and plant extension listing for timely completion.
Create and send out correspondence for department, maintaining correspondence files as needed.
Answer phones, screening and routing as needed. Take messages or assist customers, logging customer calls in the customer information system as appropriate.
Advise customers on Utility policies, procedures, and requirements. Initiate contact with customers as appropriate.
Assist department in collecting, organizing, verifying accuracy, and updating reports as assigned.
Complete specific FCC filings, such as annual DPRS RCCCI Registry, CPNI training certification and semi-annual Form 477
Schedule and monitor required annual CPNI training.
Process monthly credit card log, including reconciling receipts and confirming accuracy.
Serve as back-up for payroll entry for the department.
Act as a backup for phone coverage during weekly HelpDesk meetings.
Other Responsibilities
Provide support and backup for the Communications Support Specialist I.
Act as back-up to the Telecommunications Supervisor in the absence and assist with daily work assignments.
Help provide leadership and direction to staff including training on subjects and scenarios that would be beneficial for additional staff development.
Other duties as assigned.
