[Hiring] Field Services Associate I @Lumen Technologies

Role Description

The Field Service Associate I (FSA I) serves as a key member of the Field Tech Services (FTS) team, providing customer support and coordinating service delivery activities to ensure a positive customer experience. Acting as a primary point of contact for customers, the FSA I manages incoming requests received through phone, email, and ticketing systems while facilitating communication between customers, field technicians, vendors, and internal support teams.

This role is focused on customer service, ticket management, dispatch coordination, communication, and ownership of customer issues from initiation through resolution. Successful candidates are organized, customer-focused professionals who excel at managing multiple priorities while maintaining a high level of professionalism and attention to detail.

Location and Schedule

• Remote (Work From Home)
• 10-hour shifts, 4 days per week or 8-hour shifts, 5 days per week
• Monday through Friday
• Participation in weekend and holiday on-call rotations as required

Main Responsibilities

• Serve as a primary point of contact for customers by responding to inquiries, service requests, and escalations through phone, email, and ticketing systems.
• Deliver exceptional customer service by actively listening, communicating clearly, and ensuring customers receive timely updates throughout the resolution process.
• Coordinate service requests between customers, field technicians, vendors, carriers, and internal support teams to facilitate timely and effective issue resolution.
• Create, update, monitor, and close service tickets while maintaining accurate documentation and detailed records.
• Take ownership of customer issues from initial intake through final resolution, ensuring all actions are tracked, communicated, and completed within established service objectives.
• Facilitate dispatch activities by coordinating assignments, communicating status updates, and ensuring all stakeholders remain informed throughout the service process.
• Monitor customer issues through resolution and proactively provide updates to customers and internal partners.
• Review tickets, notes, and work records for quality, completeness, and adherence to established processes and standards.
• Prioritize and manage multiple tasks, customer requests, and operational activities in a fast-paced environment.
• Build positive working relationships with customers, field technicians, vendors, and internal teams through effective communication and collaboration.
• Demonstrate accountability, professionalism, and follow-through in every customer interaction.
• Consistently act in a manner that reflects a commitment to quality service, operational excellence, and customer satisfaction.
• Participate in on-call rotations, including weekends and holidays, to support business operations as required.

Qualifications

• Experience in customer service, dispatch coordination, call center operations, administrative support, telecommunications, or related industries.
• Experience working with customers, field personnel, vendors, or service providers.
• Experience using ticketing systems, service management platforms, or customer support tools.
• Strong ability to coordinate activities across multiple teams and stakeholders.
• Demonstrated ability to manage competing priorities while maintaining a high level of accuracy and professionalism.
• Proficiency with Microsoft Outlook, Word, and Excel.

Requirements

• High School Diploma or GED required.
• Associate's degree or coursework in Business, Communications, Customer Service, or a related field preferred but not required.
• Equivalent work experience may be considered in lieu of formal education.
• One year of customer service, dispatching, administrative support, contact center, operations support, or related experience preferred.
• Strong verbal and written communication skills.
• Excellent customer service skills with a passion for helping others.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Ability to remain professional and composed when handling escalations or urgent situations.
• Strong problem-solving skills and the ability to make sound decisions.
• Demonstrated ownership, accountability, and commitment to seeing work through to completion.
• Ability to work independently while contributing to a collaborative team environment.

Benefits

• Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.
• Bonus structure (short-term incentives, long-term incentives and/or sales compensation).