Earlene Tribble

Manage technician routes and perform daily routing of field service using established workforce management systems. Navigate the billing system to build or edit work orders and confirm availability when scheduling for technicians. Complete, re-assign or cancel work assignment for technicians and safeguard operations(via management approval) while using established procedures to notify/update technicians on the task from the designated job. Assist call centers with escalated request with various and moderately software platforms in a timely fashion while providing exceptional customer service.

Assisted technicians by adding, returning or swapping equipment. Balancing devices and when the tech would get an error message while trying to complete his/her job. I also helped with fiber codes for residential and business accounts, handled calls with techs and customers in regards to scheduling SRO`s within the SLA based or the type of SRO within the appointed window with supervisor approval. If the tech felt like he was in unsafe conditions such as an irate customer I would de-escalate while speaking with the supervisor on the next steps to take, all within the guidelines.

Facilitated communications between customers and field technicians to answer questions or de-escalate concerns in regards to scheduling conflicts due to sudden unfortunate circumstances such as immediate emergencies, technicians being late, and address not being serviceable.

Responsible for retaining customers by establishing payment collection plans on delinquent accounts. Renewed customer accounts and offered additional services where appropriate and prioritize effectively with a keen sense of detail. Able to multi-task using multiple software programs simultaneously and comply with company policy and procedures as it relates to customer relations. Also stay updated on customer retention techniques by attending training and meetings that were required and voluntary.