Operations Support Representative

Classification: Non-Exempt, Bargaining

Balance the dispatch load throughout the day in regards to technician utilization and customer
commitments.

Review service orders, trouble tickets and miscellaneous orders and change the staging of
tickets as necessary, scroll for orders and tickets not closed or resent to the Service Center, and stage orders and tickets to appropriate entities for completion.

Maintain phone, e-mail, and/or instant message contact with OST supervisors and technicians.

Communicate and coordinate with outside service technicians.
A. Provide directions and other customer information as requested.
B. Redistribute workload based on current work load factors and/or technicians need for assistance.
C. Place customer contact calls as requested.
D. Input notes on service orders, trouble tickets, and miscellaneous orders as necessary to update customer and network information.

Communicate and coordinate with OST supervisors.
A. Change technicians shifts daily as requested.
B. Modify dispatch areas per technician as requested.
C. Redistribute workload based on current workload factors and/or technicians need for assistance as requested by supervisor.
D. Escalate current dispatch activities and/or problems as it pertains to load balance, availability of technicians, customer problems, etc., as requested.

Communicate and coordinate with other departments.
A. Central Office - Trouble reports referred to or determined to be switch related, stage assigned special circuits.
B. Assignment Clerk - Coordinate requests for and delivery of field verifications.
C. Engineering - Facility information for special circuits and status of job for held orders, and close circuit order requests upon completion.
D. Customer Service - Provide information pertaining to service orders

Maintain internal group communication and coordination for emergency cable locates, service orders, repair tickets, dispatch status, and other business-critical issues.

Investigate status of customer requests for installation or repair.
A. Receive calls from customers requesting status of installation or repair order, and investigate status, reporting back to customer as needed.
B. Place courtesy call to inform customer when service request will be delayed.

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job; however, this list is not all-inclusive. The Company may add requirements at its sole discretion.

Education/Experience:

High School diploma or general education degree (GED)

Language Ability: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers and employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure; using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written and/or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Personal Interaction Requirements: Ability to cooperate and get along with co-workers, employees in other departments, and customers. Must be able to work as a team member. Must be able to think quickly and act appropriately in any emergency situation. Must be flexible and able to adapt to change. Must be able to function properly under time constraints and work well under pressure. Have punctual and regular attendance, and be able to work extra hours if needed. Must perform all work duties in a safe manner and maintain proper office atmosphere through actions and approved attire.

Computer Skills: Must be able to type a net of 7000 kph on a computer terminal. Must be able to pass a timed calculator and general clerical test. Knowledge in the following systems: Prism, ILEC Remedy, ViryaNet, Microsoft Office, Metasolv M6, and Oracle are preferred.

Other Special Requirements: This position requires support 365 days a year with hours ranging from 6am to 10pm. Holiday are scheduled work days.

Aptitude tests: Candidate must successfully pass required aptitude tests.

Physical Requirements:

The physical requirements described below are representative of those that an employee must be able to do to successfully perform the essential functions of this job; however, this list is not all-inclusive. The Company may add requirements at its sole discretion.

• STANDING - Must tolerate intermittent periods of static standing at one time including, but not limited to filing and waiting on customers.
• SITTING - Must tolerate constant periods of sitting (approximately 2 hours at one time), frequency of 7.5 hours out of an 8-hour day.
• WALKING - Must tolerate intermittent periods of continuous walking at one time including, but not limited to filing and/or waiting on customers.
• LIFTING - Must tolerate intermittent periods of lifting. Examples include phone books and/or notebooks (from waist to shoulder) when obtaining and returning to shelving cabinets
• CARRYING - Must tolerate infrequent periods of occasional carrying. For example, obtaining and distributing of phone books to customers.
• PUSHING - Must tolerate intermittent periods of occasional pushing such as closing filing cabinets and/or drawers
• . PULLING - Must tolerate infrequent periods of occasional pulling including but not limited to opening filing cabinets, drawers, and opening large doors.
• . BENDING - Must be able to tolerate intermittent periods of occasional bending. For example, may need to bend when obtaining files, books, office supplies, etc from lower compartments of shelves and files.
• . STOOPING - Must be able to tolerate intermittent periods of occasional stooping when obtaining files, books, and/or office supplies from lower compartments of shelves and files.
• . REACHING - Must be able to tolerate intermittent periods of occasional reaching when obtaining files, books, and/or office supplies from cabinets.
• HANDLING - Must be able to tolerate constant periods of constant handling to manipulate objects. For example, will be handling office supplies, pens, pencils, paper clips, staplers, scissors, computer keyboards, telephone keyboards, telephone headsets, and telephone hand pieces.
• REPETITIVE TASKS - Must be able to tolerate intermittent periods of repetitive tasks related to keyboarding
• SEEING - Requires near visual acuity to read phone book, computer input, typing, and filing. Far visual acuity to view customers is needed. Also should be able to differentiate between colors when working with color coded files.
• TALKING - Must be able to communicate with customers and fellow workers in other departments
• HEARING - Must be able to communicate with customers and fellow workers in other departments

Work Environment: The work environment conditions are that 100% of the work is performed indoors of which there is central air conditioning and heating.

The above statements are not intended to be an "all-inclusive" list of the duties and responsibilities of the job description. Rather, they are intended only to describe the general nature of the job. The Company in its sole discretion may assign other duties as needed.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.