Remote Field Services Coordinator

Lumen; Frankfort (KY); On-site; USD 38,000 - 50,000; Full time

Benefits offered by this job

Health benefits

Life benefits

Voluntary lifestyle benefits

Bonus structure information

Job summary

Lumen is seeking a Field Service Associate I to support its Field Tech Services team in a remote role. You will serve as the main contact for customers, manage requests via phone, email, and ticketing systems, and coordinate with field technicians, vendors, and internal teams to resolve issues.

You will handle ticket creation and closure, track progress, and maintain clear communications with customers throughout the service lifecycle.

Qualifications

• High School Diploma or GED required.
• Associate’s degree or coursework in Business, Communications, Customer Service, or a related field preferred but not required.
• One year of customer service, dispatching, administrative support, contact center, operations support, or related experience preferred.
• Equivalent work experience may be considered in lieu of formal education.

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.

Job description

Lumen is seeking a Field Service Associate I to support its Field Tech Services team in a remote role. You will serve as the main contact for customers, manage requests via phone, email, and ticketing systems, and coordinate with field technicians, vendors, and internal teams to resolve issues.

You will handle ticket creation and closure, track progress, and maintain clear communications with customers throughout the service lifecycle.