Job description
DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a motivated individual to fill one of our key roles as a Field Operations Specialist.
As the Field Operations Specialist you will be responsible for providing support and assistance to our partners and managing delegated projects to cultivate client and technician office relationships. In this position you will be accountable for work order management, assistance with third-party contractor communication, and developing strategies to increase overall conversions.
The successful performance in this position is critical to the positive image, comprehensive success, and efficiency of the Field Operations department. The Field Operations Specialist must be able to communicate clearly and accurately through verbal, written, and telephone communication to convey information in an affable and concise manner. In addition, the Field Operations Specialist must be able to work independently, be organized, and stay abreast of the needs of client and technician offices in a fast-paced environment. The Field Operations Specialist is expected to learn and perform their job duties in compliance with company policies and department processes.
This is a full-time REMOTE opportunity
Schedule: Full-time, Monday – Friday 10:30 am- 7pm CST
About DSI
DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.
We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.
Essential Duties & Responsibilities
- Function with the capacity to complete real-time updates in the work order management system
- Perform duties to assist with hitting monthly goals
- Support readiness at all times a dispatch phone system (Five 9)
- Effectively use problem-solving skills to assist in escalation resolution
- Build and assign work orders to technician offices
- Keep all systems updated with accurate information regarding orders, tech assignments, and compensation (Sara, Web Tracker, Salesforce, Zendesk)
- Take inbound calls from technicians to assist with their install needs or questions as well as custom fee approvals
- Conduct work order reviews for close-out from technicians while on-site
- Process inventory requests for technician offices
- Communicate effectively and promptly, to other departments requiring information regarding order status
- Continual communication with technician offices to ensure timelines are met
- Communicate and work with customers regarding payment collecting for hardware and services
- Ensure technicians are following client compliance guidelines
- Other duties as assigned
Desirable skills, knowledge, and abilities
- Ability to be an effective team player with integrity and passion
- Motivated to hit deadlines, timelines, and goals
- Mastery of grammatically appropriate verbal, written, and telephone communication skills
- Excellent organizational skills
- Establish timely reminders for assignment completion and follow-up
- Strong attention to detail
- Proficiency in composing effective and accurate correspondence
- Ability to complete work assignments on an independent basis after learning the objective and desired results
- Establish effective working relationships with all coworkers
- Must possess a high degree of intellect and interpersonal skills to communicate with a diverse group of technician offices, customers, clients, and leadership.
- Ability to exercise sound business judgment when making decisions independently
- Preparing, maintaining, and reviewing daily reports
- Knowledge of local and regional geographical areas and use of Google maps
Experience
- Minimum 1-year experience in the satellite industry
- Experience or knowledge of routing installers or technicians across the US
Language
- English or bilingual (Spanish)
Physical Demand
- Requires long-term sitting, constant talking and listening, wearing of a headset, typing, and constant looking into computer monitors
- Physical demands requirements are essential job functions due to position responsibilities that require administrative office functions while sedentary at a desk, utilizing a desktop computer
Computer Skills
- Proficient in Microsoft Office programs; primarily Excel
- Knowledge and ability to use SARA Plus, Web Tracker, Zendesk, Five 9, and Sales Force; we are willing to train the right candidate
· Competitive base salary plus monthly commission
- Medical, Dental & Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Ongoing training and development
- Advancement opportunities, we prefer to promote from within!
