Field Operations Specialists

DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a motivated individual to fill one of our roles as a Field Operations Specialist (FOS) for our Urbandale, IA office.

As the Field Operations Department you must be a self-motivated, self-starter with the ability to complete multiple tasks by specific deadlines with little supervision. You will need to communicate effectively and clearly while paying attention to detail. The main role of a FOS is to manage the flow of the Commercial DIRECTV Installation orders from the creation date to the activation date while maintaining 100% customer and client satisfaction.

***This is a full-time remote opportunity the schedule is Monday – Friday 10:30 – 7pm CST and the occasional Saturday***

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.

Responsibilities

• Function with the capacity to complete real-time updates to orders received from clients in an effort to avoid escalations
• Support readiness at all times to assign, update, and schedule orders, order equipment
• Communicate with technicians, customers, clients, and internal staff
• Use conflict resolution to assist in responding to an escalation from a customer or client and work toward customer satisfaction
• Use problem-solving skills to resolve issues in a timely and effective manner
• Assign orders and service calls to local technicians
• Approve, disapprove, or negotiate trip fees as needed
• Keep all systems updated with accurate information in regards to orders, tech assignments, and compensation
• Update order status and notes in real-time in the required systems (Sara, Web Tracker, sales force)
• Take inbound calls from technicians to assist with their install needs or questions as well as custom fee approvals
• Complete order close-out from technicians while on site
• Process order requests for equipment for technicians
• Communicate effectively and in a timely manner, to other departments requiring information regarding order status
• Follow up with technicians regarding order status to not allow a customer’s schedule date to pass without communication to or from the customer
• Communicate with customers in regards to collecting payment for service calls and/or receivers/equipment
• Other duties as assigned

Requirements

• Ability to use Microsoft Office programs; mainly Excel
• Knowledge and ability to use Sara, Web Tracker, Five 9, and Sales Force – will train the right candidate
• Ability to be an effective team player with integrity and passion
• Requires real-time problem-solving skills and the ability to follow procedures and processes, checklists, and contingency plans
• Solid written and verbal communication skills required
• Strong sense of urgency to hit deadlines and timelines

Benefits

• 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!