Plant Service Order Representative

Job Title:  Plant Service Order Representative

Department:   Swiftel

Reports To:  Central Office Supervisor 

FLSA Status:  Nonexempt

Classification: Clerical

Wage Scale Designation: WG-8

General Statement of Duties

Under the direct supervision of the Central Office Supervisor, this position is responsible for  performing administrative tasks related to the management and maintenance of telecommunications infrastructure within plant.  

Typical Duties and Responsibilities

1. Assist customers to identify needs and troubleshoot issues related to services offered by Swiftel Communications.   
2. Compile, verify, and accurately input information into customer service databases, ensuring accurate data provisioning, and the strategic coordination of workflow distribution.  
3. Conduct a thorough review of customer records within company-designated software to ensure accurate data and completeness to reduce errors within service provisioning. 
4. Utilize company designated software applications for the generation, distribution, and completion of service orders and trouble tickets and to dispatch operations personnel as needed.
5. Maintains comprehensive records of facilities and coordinates service transfers and cut-sheet preparation.  
6. Work congruently with other departments to maintain records related to 911 database addressing, local number portability, reassigned number database, battery replacement schedules, and other such records as directed. 
7. Creates reports pertaining to customer service calls, feature sets, and cable plant infrastructure.  
8. Acts as a supplementary support for the customer service and sales teams in the front office, stepping in to ensure seamless service continuity when required.
9. Performs other duties as assigned.

Minimum Qualifications

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

1. High School Diploma or G.E.D and experience in a related field.
2. Knowledge of or ability to learn features and applications of telecommunications products and services offered by Swiftel. 
3. Ability to communicate effectively and work well under pressure.
4. Ability to deal with multiple projects, objectives, and deadlines.
5. Must be able to provide professional and friendly interaction with customers. 
6. Proficiency in phone communication, strong organizational skills, accurate keyboarding ability and ability to maintain confidentiality are essential.
7. Ability to operate office equipment and type 50 WPM accurately.
8. Must possess or have the ability to become proficient in Microsoft office along with company designated software platforms.
9. Knowledge of general office practices, procedures, and office equipment. 
10. Ability to review and analyze records and orders.
11. Excellent communication and interpersonal abilities. 
12. Ability to assess and understand customer needs and provide solutions in a prompt and courteous manner.
13. Ability to work with coworkers as a supportive team member.

Language Skills

1. Strong verbal and written communication skills with ability to articulate complex concepts clearly.
2. Ability to communicate, establish and maintain an effective working relationship with co-workers, vendors, and the public.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. 

1. Frequently required to stand; walk; sit; speak; hear; use hands to handle or feel; and reach with hands and arms.
2. Occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
3. Specific vision abilities required by this job include close vision.
4. Occasionally required to lift and/or move up to 15 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  

1. While performing the duties of this position, the employee works in an indoor office environment.
2. Normal indoor conditions of heat, humidity, and dust.
3. Position involves regular contact with other employees and members of the public.
4. The noise level in the work environment is usually minimal.

Typical Performance Requirements

The performance standards described here are representative of those that must be met by an employee performing the essential functions of this position. These are largely based on industry standards for the position.

1. Employee is expected to meet performance standards communicated by the supervisor.
2. Employee is required to adhere to the guidelines presented in the Personnel Policy Manual.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  Nothing in this job description restricts management’s right to assign or reassign the duties and responsibilities of this job at any time.

                05/24/24             

     Date Approved