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Universal Home Technician - In Training

Cox Communications


Location:
Tulsa, OK
Date:
12/14/2017
2017-12-142018-01-13
Job Code:
1719093
Cox Communications
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Job Details

Company Cox Communications
Title: Universal Home Technician - In Training
JobID: 1719093
Category: Field Service and Maintenance
Industry: Cox Communications, Inc.
Job Type: Full-time

Description

Purpose 

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 or inside the 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.

Major Tasks

1. Prepares for daily work assignments by requisitioning equipment and supplies from warehouse, and stocking vehicle as needed.

2. Maintains company truck and other equipment per service requirements and safety guidelines.

3. 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.

4. Monitors Workforce Administration (WFA) system throughout the day for information regarding current installation and changes to work schedule.

5. Communicates with Dispatch (via WFA, radio, phone) for connection assistance, status on current install or new service requests.

6. Consults with supervisor and other technicians for advice and assistance as needed.

7. Interacts with customers in a professional, courteous manner, including when responding to escalations and repeated customer concerns.

8. Educates customers in the use of installed products.

9. Promotes Cox services to generate new accounts, service upgrades or additional services by explaining the advantages of additional products and services.

10. Explains waivers, agreements, and customer release forms.

11. Completes work orders on paper or through WFA in accordance with Company standards.

12. Ensures that customer completes invoice.  Explains charges and billing procedures.  May also collect money/payment from customer (local practices vary).

13. Cleans work area upon completion of job.

14. Participates in team meetings as scheduled.

15. Attends job-related training that may include initial training, refresher training, and product/service updates.

16. Applies knowledge and skills acquired through follow-up training to the relevant aspects of work activities.

17. Completes paperwork accurately, and reports/records work order status updates via WFA/ARU and/or Dispatch.

18. Follows procedures to deposit and close out batches (when applicable).

19. Works on regularly scheduled days as well as unscheduled days and beyond regular work hours due to customer or operational demands.

20. 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.

21. Attempts to identify and remedy sources of video, telephone, and HSI service or customer-perceived problems.

22. Works with alarms, low voltage electricity, and color-coded wires.


Qualifications

Minimum Qualifications 

Required

• 18 years of age

• Valid state driver’s license and a good driving record

• PC and Windows software skills

• Stable work history

• Able to work required shifts and overtime (if necessary)

• One year of work experience in a comparable field such as construction trade, mechanics, semi-skilled manufacturing, or other related hands-on trade role. 

• Minimum of one year of direct customer service experience

• Spanish proficiency desirable in some locations

Preferred

• High school degree or GED equivalent preferred; post-high school education a plus

• 5+ years of experience specifically in service installation and repair in multiple service provider and/or telecommunications environment.

 



About Cox Communications

 

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.

 

Cox Enterprises and its subsidiary companies are Equal Opportunity employers - M/F/Vets/Disabled. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.



Organization: Cox Communications, Inc.

Primary Location: US-OK-Tulsa-11811 E. 51st Street South

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
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