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Universal Home Technician - In Training

Cox Communications/Lafayette, LA
Job Title: Universal Home Technician - In Training
Full-Time
Job Description:
  • Lives the Cox Values, by completing work to the highest quality standard in the most productive manner
  • Takes whatever actions are required to deliver a great customer experience
  • Educates customers regarding their existing and new services, promotes other Cox services, and proposes solutions to customer problems
  • Installs, disconnects, reconnects, adds, changes, and troubleshoots video, telephony, and high-speed Internet services at customer locations
  • Works with alarms, low voltage electricity, and color-coded wires
  • Troubleshooting: Attempts to identify and remedy sources of video, telephone, and HIS service or customer-perceived problems
  • Installation: 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
  • Works on regularly scheduled days as well as unscheduled days and beyond regular work hours due to customer or operational demands
  • Follows procedures to deposit and close out batches (when applicable)
  • Completes paperwork accurately, and reports and records work order status updates via WFA/ARU and/or Dispatch
  • Applies knowledge and skills acquired through follow-up training to the relevant aspects of their work activities
  • Attends job-related training that may include initial training, refresher training, product and service updates
  • Participates in team meetings as scheduled
  • Cleans work area upon completion of job
  • Ensures that customer completes invoice.  Explains charges and billing procedures. May also collect money/payment from customer (local practices vary)
  • Completes work order on paper or WFA in accordance with Company standards
  • Explains waivers, agreements, customer release forms
  • Promotes Cox services to generate new accounts, service upgrades or additional services by explaining the advantages of additional products and services
  • Educates customers in the use of installed products
  • Interacts with customers in a professional, courteous manner including when responding to escalations and repeated customer concerns
  • Consults with supervisor and other technicians for advice and assistance as needed
  • Communicates with dispatch (via WFA, radio, phone) for connection assistance, status on current install or new service requests
  • Monitors Workforce Administration System (WFA) throughout the day for information regarding changes to work schedule and for information about current installation
  • 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
  • Maintains company truck and other equipment per service requirements and safety guidelines
  • Prepares for daily work assignment by requisitioning equipment and supplies from warehouse, and stocking vehicle as needed
  • Follows all Company standard safety practices in the course of performing work activities  
  • Works on regularly scheduled days as well as unscheduled days and beyond regular work hours, as required. Reports to a Field Service Supervisor
  • Works outside on a customer’s premises or within a customer’s home
  • Drives Company vehicle between office, warehouse, and work sites
Qualifications:
  • 5+ years of experience specifically in service installation and repair in multiple service provider and/or telecommunications environment
  • High school degree or GED equivalent preferred; post-high school education a plus
  • Preferred Qualifications:
  • Spanish proficiency desirable in some locations
  • Able to work required shifts and overtime (if necessary)
  • Stable work history
  • PC and Windows software skills
  • Minimum of one year of direct customer service experience
  • One year of work experience in a comparable field such as construction trade, mechanics, semi-skilled manufacturing, or other related hands-on trade role 
  • Valid state driver’s license and a good driving record
  • Physical Requirements:
  • Ability to carry and use tools and equipment 
  • Ability to complete documentation, and inspect, install, and repair materials and equipment 
  • Ability to locate work sites 
  • Requisite ability required to drive motor vehicle 
  • Adequate ability to distinguish different colors of wire 
  • Ability to communicate in person and by telephone 
  • Ability to bend, stoop, and crawl 
  • Ability to lift up to 70 pounds to lift, position, and carry 28-foot extension ladder 
  • Ability to climb ladders and/or utility poles and work in high places
  • Ability to work in small places (such as crawl spaces and attics) 
  • Ability to tolerate temporary exposure to fumes, airborne particles, and extreme, non-weather-related heat
  • Ability to work outdoors
Contact:
Apply online at https://cox.taleo.net/careersection/cox_externalcareers/moresearch.ftl?lang=en. Job number 175966.

 Date Posted: 4/6/17