Event Operations Coordinator

Bright House Networks is the sixth largest owner and operator of cable systems in the U.S. and the second largest in Florida, with technologically advanced systems located in five states including Florida, Alabama, Indiana, Michigan and California.

Effectively is the communication bridge between Event Management Center and field/platform maintenance personnel. Internal and external customers include Head End, NEO, Field Technicians, Contractors and Management. Compile trending information utilizing online tools and ticketing systems. Create accurate network tickets, dispatch appropriate personnel when necessary to site locations for repairs.

* Routing of the appropriate fix agent to resolve residential HSO issues whether it be a vendor, service or installation technician and handle through correct event management process for resolution. * Must have extensive billing systems (ICOMS and ACSR) knowledge and posses the ability to investigate and put together platform related events or system problems from dispatch pools to aid in reduction of truck rolls. * Outage detection, diagnoses, coordination and communications. This includes the use of all of HFC monitoring tools such as Unified, UniTEE, DHCT tools, the billing systems (ACSR and ICOMS) and Remedy tickets. Post and update information on Compass and the Outage Detection Modules. Provide quality response in a timely manner to the proper fix agents following the designated escalation procedures. * Ensure Total Customer Satisfaction with complete follow up and communications between all field personnel with timely and efficient troubleshooting/diagnoses of customer problems. This includes having the ability and knowledge to be able to assist all the divisional service, installation and contractors with reliable troubleshooting techniques and one stop resolution to issues occurring in the field. * Communicate and escalate issues and concerns pertaining to events and maintenances. * Display outstanding customer service skills and the ability to multi task when interacting with internal and external customers as well as possess a willingness to cross train with field and office personnel to provide depth in this position. * Perform other duties as assigned.

* Basic knowledge of: Windows 2000/XP/Vista/2007 & Macintosh OS * Knowledge of RF & Network Cabling with regard to connectivity and usage * Knowledge of essential customer service skills * Proven understanding of RF Networks with regards to connectivity and usage * Working knowledge of MS Word and Excel * Working Knowledge of the Remedy ticketing system * Internet Browsers (Explorer, Firefox, Chrome) * Highly motivated positive attitude, self-starter, excellent communication skills, including good grammar, enunciation and listening skills, and practical math skills. * Good judgment, analysis and decision-making ability required, and the ability to work as a team while managing multiple priorities simultaneously with tact, diplomacy and accuracy.