Coordinator FRCC

Primary Role

Coordinate field resources and service order related activities and provide field related event management, planning, and allocation.

Key Accountabilities

• Work 1 View application: monitoring and maintenance of field service scheduling systems, ensuring availability of appointment time frames for customers, monitoring special "handling" requests for specific order dates, including time for vacations, meetings, training, or sick time.
• Manage and assign service orders: setup of daily service order for Field Technicians; prioritization of service orders to ensure timely completion; review of scheduled customer appointments and order "jeopardy" status using the Work 1 View systems.
• Mapcall creation and scheduling for T&D: create and dispatch emergency service orders including sewer, water quality, safety issues, and main repairs to the T&D scheduling system.
• Emergency coordination: triage of emergency service orders and coordination of response with field technicians. Customer follow-up related to events or outages.
• Additional work coordination: dispatch of "mark out calls": handling of security or threat incidents, triage of email communications and 911 emergency services center contacts.
• Perform event management services including maintenance of the alerts database and coordination of customer notification system.
• Review the automatic assignment of work from the electronic scheduling system and modify/release service orders requiring manual intervention.
• Use independent judgment to assign and re-allocate work assignments to meet the demands of the business.
• Assign work, resolve issues and ensure timely completion of service orders.
• Act as liaison between field personnel, field supervisors, customer service representatives, and emergency management personnel.

Knowledge/Skills

• Desired experience with call center environment or dispatching environment.
• Demonstrate a high knowledge level customer service and business technologies.
• Strong analytical and written communication skills; strong customer service skills.
• Ability to trouble-shoot detailed problems and determine a resolution; display a calm demeanor during stressful times.
• Ability to prioritize activities and multi-task in a fast-paced environment.
• Self-motivated; flexibility to adapt to changing business needs.
• Receptive to performance feedback and continuously seeks to improve own skills.
• Knowledge of American Water policies, practices, and procedures.

Other

• Delivers results: delivers bottom line results through decisive actions, working through risks and uncertainty to create opportunity.
• Customer focus: identifying, understanding, and meeting customer expectations both internally and externally.
• Sharing knowledge & expertise: drives business performance by developing and contributing specific technical or professional knowledge, skills and experience. Demonstrates a professional attitude.
• Analysis and problem solving - analyzes and resolves business issues through the application of critical reasoning skills and general business experience.
• Teamwork: is committed to working collaboratively to achieve business goals, building cohesiveness and identity with a work group, and valuing individual perspectives and contributions.

Experience/Education

• Associate's Degree (2-year) and/or equivalent experience in a customer service environment.
• Experience in a customer service or operations role.
• Minimum of 2 years experience with Microsoft Word and Excel.

Work Environment

• This is a remote position. However, candidates must reside within 1 hour of Scranton, PA.
• 24 hour, 365 day operation
• The working hours for this role are 11a-9p EST. There are 2 positions available. 1 position will have Thursday/Friday/Saturday off. The other will have Sunday/Monday/Wednesday off.
• Ability to work holidays and weekends.

Travel Requirements

As Needed

Competencies