Residential Field Support Specialist

ImOn Communications

ImOn Communications is the LOCAL choice for high-speed Internet, cable TV and phone service. We value the relationships we have with colleagues, customers, and members of our community and look forward to serving Eastern Iowa for many years to come. As we expand our service availability we are looking for an Residential Field Support Specialist to be a part of the ImOn Difference! Our employees share a passion for building a culture of “Creating Connections One Person at a Time” and fostering a fun and rewarding work environment.


The Residential Field Support Specialist works as part of a team to deliver services and an outstanding overall new and current customer experience to residential customers. This position functions as a tactical liaison between sales and installation and service.


Essential Job Responsibilities for Primary Functional Area of Accountability

  • Responsibility for and focus on ensuring a superior new customer experience.
  • Manage order entry process for all new residential customer orders and current residential customer upgrades with a focus of accuracy
  • Ensures services on signed contract are accurately applied to new customer account
  • Maintains and builds customer relationships to drive customer retention; works with internal teams to ensure operational efficiencies and service levels that meet and exceed customer expectations through strong customer service orientation with excellent follow up.
  • Develop and maintain relationships with outside vendors to ensure smooth transition to ImOn Services.
  • Maintains accurate and quality customer records and documentation. Prepares reports as required.
  • Oversee vendors in porting phone numbers to and from ImOn Communications meeting any legal requirements
  • Maintain telephony records for E911, directory listings, CNAM and LNP.
  • Manage customer credit suspensions, disconnections, reconnections, referral credits and exceptions reporting.
  • Support Installation Technicians and Service Technicians with their daily workload by assisting as needed with transfer/activation of accounts in the system along with any work order change or upgrade.
  • Manage dispatching by routing workload for technicians to meet customer expectation of arrival times.
  • Identifies and responds to situations that could present safety concerns for field technicians.
  • Display leadership by providing an example to fellow co-workers through knowledge and work ethic and encouraging strong communications to and from field technicians
  • Maintain schedules to meet customer experience.
  • Assist in the development of training procedures and departmental processes.
  • Perform additional duties as assigned.



We're looking for someone with:

  • High School Diploma or equivalent.
  • One plus years of experience in a similar role or verifiable work experience or skills.
  • Basic personal computer skills including Microsoft Office applications
  • Strong attention to detail and organization. The ability to meet established deadlines are required for this position
  • Must be team oriented, friendly, and personable with strong focus to meeting deadlines and customer service
  • NCTI or SCTE certification preferred.


In addition to competitive pay, ImOn also offers health & dental insurance, 401(k), discounted Cable, Internet & Phone services, and additional perks such as FREE vision and life insurance as well as FREE short term/long term disability, vacation & holiday pay, and community volunteer opportunities. 

Job ID: 82738

Posted 21 days ago

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