Universal Home Tech-In Train(Job Number: 147107) Cox Communications Description SUMMARY Installs, disconnects, reconnects, adds, changes, and troubleshoots video, telephony, and high-speed Internet services at customer locations. Educates customers regarding their existing and new services, promotes other Cox services, and proposes solutions to customer problems. Drives Company vehicle between office, warehouse, and work sites. Works outside on a customer’s premises or within a customer’s home. Works on regularly scheduled days as well as unscheduled days and beyond regular work hours, as required. Reports to a Field Service Supervisor. Follows all Company standard safety practices in the course of performing work activities. Takes whatever actions are required to deliver a great customer experience. Completes work to the highest quality standard in the most productive manner. RESPONSIBILITIES Prepares for daily work assignment by requisitioning equipment and supplies from warehouse, and stocking vehicle as needed. Maintains company truck and other equipment per service requirements and safety guidelines. Drives a company truck between office and/or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies. Monitors Workforce Administration System (WFA) throughout the day for information regarding changes to work schedule and for information about current installation. Communicates with dispatch (via WFA, radio, phone) for connection assistance, status on current install or new service requests. Consults with supervisor and other technicians for advice and assistance as needed. Interacts with customers in a professional, courteous manner including when responding to escalations and repeated customer concerns. Educates customers in the use of installed products. Promotes Cox services to generate new accounts, service upgrades or additional services by explaining the advantages of additional products and services Explains waivers, agreements, customer release forms. Completes work order on paper or WFA in accordance with Company standards. Ensures that customer completes invoice. Explains charges and billing procedures. May also collect money/payment from customer (local practices vary). Cleans work area upon completion of job. Participates in team meetings as scheduled. Attends job-related training that may include initial training, refresher training, product and service updates. Applies knowledge and skills acquired through follow-up training to the relevant aspects of their work activities. Completes paperwork accurately, and reports and records work order status updates via WFA/ARU and/or Dispatch. Follows procedures to deposit and close out batches (when applicable). Works on regularly scheduled days as well as unscheduled days and beyond regular work hours due to customer or operational demands. Installation: Installs, upgrades, and/or disconnects Cox broadband products and services including video, telephony, and HSI following prescribed procedures. Uses small hand tools, power tools, and test equipment. Ensures that service operates within prescribed parameters. Troubleshooting: Attempts to identify and remedy sources of video, telephone, and HIS service or customer-perceived problems. Works with alarms, low voltage electricity, and color-coded wires. Qualifications QUALIFICATIONS Minimum 1. 18 years of age 2. Valid state driver’s license and a good driving record 3. Minimum of one year of work experience in at least one of the following areas: structured wiring (e.g., new construction electrical, low voltage wiring, home entertainment system wiring); field service installation and repair in voice (telephony); data (HSI), or video (RF/cable). 4. Minimum of one year of direct customer service experience 5. PC and Windows software skills 6. Stable work history 7. Able to work required shifts and overtime (if necessary) 8. Spanish proficiency desirable in some locations Preferred 1. High school degree or GED equivalent preferred; post-high school education a plus 2. 5+ years of experience specifically in service installation and repair in multiple service provider and/or telecommunications environment. Your Career at Cox From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives. Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment. Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: cox/. Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes. Organization: Cox Communications, Inc. Primary Location: US-AZ-Tempe-1425 W. 14th St Employee Status: Regular Job Level: Individual Contributor Shift: Variable - Travel: Yes, 25 % of the Time Schedule: Full-time
Posted on: Wed, 20 Aug 2014 05:01:23 +0000
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