Field Services Associate I
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LumenTelecommunications
United StatesFull-TimeEntry
Salary37,740 - 55,539 USD per year
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Job Details
- Experience
- One year of customer service, dispatching, administrative support, contact center, operations support, or related experience preferred.
- Required Skills
- Microsoft ExcelProblem SolvingCustomer service
Requirements
- High School Diploma or GED.
- One year of experience in customer service, dispatching, administrative support, contact center, or operations support (preferred).
- Strong verbal and written communication skills.
- Excellent customer service skills with a passion for helping others.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Ability to remain professional and composed when handling escalations or urgent situations.
- Strong problem-solving skills and the ability to make sound decisions.
- Demonstrated ownership, accountability, and commitment to seeing work through to completion.
- Ability to work independently while contributing to a collaborative team environment.
- Proficiency with Microsoft Outlook, Word, and Excel (preferred).
Responsibilities
- Serve as a primary point of contact for customers by responding to inquiries, service requests, and escalations through phone, email, and ticketing systems.
- Deliver exceptional customer service by actively listening, communicating clearly, and ensuring customers receive timely updates throughout the resolution process.
- Coordinate service requests between customers, field technicians, vendors, carriers, and internal support teams to facilitate timely and effective issue resolution.
- Create, update, monitor, and close service tickets while maintaining accurate documentation and detailed records.
- Take ownership of customer issues from initial intake through final resolution, ensuring all actions are tracked, communicated, and completed within established service objectives.
- Facilitate dispatch activities by coordinating assignments, communicating status updates, and ensuring all stakeholders remain informed throughout the service process.
- Participate in on-call rotations, including weekends and holidays, to support business operations as required.
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