Pamela Minter

· Responsible for focusing on Field Traffic Controller (FTC) activities for a team of technicians.

· Assigns jobs to installers, service technicians and provides system-wide communication to associates to ensure that customer requests are resolved with satisfaction.

· Monitors daily progress of Technicians, adjusts routes to accommodate customer additions, assist with rescheduling and cancellations, while also providing support to the Technicians throughout their daily routes.

· Inputs data into various databases used for tracking and reporting. When necessary, records completion codes in order to provide accurate service history.

· Operates PC to input and retrieve subscriber account data and make notations as needed in the appropriate workforce management tool. Process paperwork to issue credits for late appointments as needed.

· Effectively communicate with field personnel regarding any customer-impacting concerns, minimizing the need for future contacts.

· Provides appointment management, i.e. running late calls to technician, providing estimated time of arrivals, and reschedules with customer (including not home and go backs.)

· Other duties and responsibilities as assigned