Field Visitation Administrator (part-time)

US-FL-Fort Lauderdale
Job ID
2017-1369
# of Openings
2

Overview

  Field Visitation Administrators are required to provide quality and timely Customer Service to various audiences associated with Correctional Facilities, Securus Personnel and Partners. They are to provide Administrative Services as follows of opening and closing of visitation center, powering up/testing/basic troubleshooting up of equipment, maintaining/cleaning the building.

Responsibilities

Duties & Essential Job Functions

 

Administrative Functions

 

  • Primary representative between on-site facility personnel, friends and family, Securus Management & other Securus Personnel.
  • Maintain a high level of ongoing effective communication with Management to assure quality customer service is being provided to all customers and issues are being resolved in a timely manner.
  • Dress neatly and wear proper attire based upon the surroundings and the facility guidelines.
  • Report to work and remain on-site as scheduled.
  • Follow-up with the facility to insure all systems are operational and work is completed thoroughly and accurately.
  • Maintain and minor repairs of Video Visitation terminals, processing of internal documents, and generate reports as requested.
  • Assist facility with Video Visitation duties such as: Helping Friend and Family with logging in, and creating a Video Visitation appointment, etc. 
  • Keeping accurate logs and documentation conveying messages and information in writing and/or via e-mail.
  • Open, address, resolve and track heat tickets and advise management of service affecting issues.
  • Maintain effective operation Video Visitation components including hardware and software.

 

Technical  Functions

 

  • Assess the functionality Video Visitation equipment and determine through troubleshooting the repairs required.
  • Terminal reset and inspection the UPS to ensure appropriate power supply. Power bypass if necessary until proper and complete repair.
  • Troubleshoot Video Visitation functions of hard drive, sound, camera, microphone, and lights via wireless keyboard.
  • Perform routine inspections of Video Visitation equipment ensuring proper volume of handsets, speakers and microphones.
  • Initiate trouble tickets for hard drive replacement, handset failure, terminal disconnect, hard drive adjustments of sound/microphone levels and wireless keyboard connectivity issues.

 

Visitation Building Functions

 

  • Ensure restrooms are clean as outlined on janitorial log.
  • Ensure visitation is clean as outlined on janitorial log.
  • Ensure all maintenance items such as plumbing, electrical, lighting and internet connectivity are functional as outlined on maintenance log.
  • Ensure all terminals are clean and functional as outlined on system log.

 

Accountabilities

  • Customer service levels are measured through individual metrics and customer satisfaction survey results.
  • Demonstrates proficient understanding of the customer’s service needs and works to improve the operation of their facility with regard to the Inmate Calling System.
  • Is courteous, friendly and professional in attitude and appearance.
  • Arrives on time and works the agreed upon schedule.
  • Accurate and timely reporting of timesheet and expenses.
  • Timely responses to requests from Management and customers via phone, or e-mail, etc.
  • Makes the customer feel good about doing business with Securus.
  • Communicates effectively and timely with internal and external customers and Securus personnel.
  • Adhere to Field Service Standards and all Company policies outlined in the Employee Handbook.

Qualifications

Qualifications

  • High School education or equivalent.
  • Reliable transportation and strong work ethic.
  • Able to pass an extensive criminal history background check.
  • Able to adjust to the Correctional Facility environment and guidelines.
  • Have no family incarcerated in any local Correctional Facility.

 

Required

  • Microsoft Operating System experience including, but not limited to Outlook, Excel, & Word.
  • Enthusiastic approach to customer service
  • Self-starter and strong work ethic.
  • Outstanding oral/written communication skills.
  • Strong organizational and follow up skills.
  • Must be able to work in a fast paced environment where problem resolution times are measured in hours.
  • Must exhibit all of the company’s cultural attributes.
  • Good driving record.
  • A personal cell phone is required to perform the day to day duties of a field service administrator.

 

Preferred

  • Prior experience in a telecommunications environment.
  • Basic Telephony concepts.
  • Previous experience within correctional facility

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

 

Securus Technologies is an Equal Opportunity Employer

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