Job Summary:

The Drop Burial Coordinator is responsible for planning, coordinating, and monitoring all fiber drop burial activities to ensure timely completion of customer installations, service restorations, and restoration of customer property. This position serves as the operational hub between internal construction teams, contractors, utility locating agencies, and customer service to ensure work is completed safely, accurately, on schedule, and in compliance with company standards. The role is responsible for work order management, contractor coordination, utility locate requests, invoice verification, operational reporting, and process improvement initiatives that support efficient field operations and an exceptional customer experience.

Key Responsibilities:

Operations Coordination

• Coordinate and prioritize fiber drop burial work orders to support customer installations and service restoration.
• Assign work to internal construction teams and third-party contractors based on workload, geography, and service level expectations.
• Monitor daily work progress and proactively resolve scheduling conflicts or delays.
• Ticket & Workflow Management
• Create, update, monitor, and close work orders within company ticketing and work management systems.
• Maintain accurate tracking logs, reports, and project documentation.
• Ensure all jobs are properly documented and closed upon completion.

Utility Coordination

• Submit and monitor utility locate requests through JULIE, Missouri One Call, and other applicable state notification systems.
• Verify that all required locates have been completed before excavation begins.

Contractor Administration

• Coordinate contractor schedules and monitor production.
• Review contractor documentation for completeness.
• Verify invoices against completed work before approval.
• Assist in monitoring contractor performance metrics.

Customer & Internal Communication

• Serve as the communication liaison between contractors, construction, customer service, dispatch, and operations.
• Provide timely updates regarding project status, delays, and completion.

Reporting & Continuous Improvement

• Generate operational reports including:

o Open jobs

o Aging work orders

o Completion rates

o Contractor productivity

o SLA compliance

• Identify opportunities to improve scheduling efficiency and operational workflows.
• Perform other related duties as assigned.

Qualifications:

Education and Experience:

• High school diploma or equivalent required.
• Associate degree in business, administration, construction management, telecommunications, or a related field preferred.
• Two to four years of scheduling, dispatching, operations coordination, construction administration, or telecommunications support experience preferred.
• Experience working with contractors, ticketing systems, work order management systems, or utility locate processes is preferred.
• Telecommunications, construction, utility, or field service industry experience is a plus.

Skills and Competencies:

• Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously.
• Excellent attention to detail and commitment to data accuracy.
• Proficient with Microsoft 365 applications, including Excel, Outlook, Word, and Teams.
• Ability to learn and effectively utilize ticketing, work order, and contractor management systems.
• Excellent verbal and written communication skills.
• Strong problem-solving and follow-through abilities.
• Ability to work independently with minimal supervision while maintaining high productivity.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Strong customer service mindset and ability to build effective working relationships with internal and external stakeholders.
• Ability to analyze information and resolve routine operational issues.
• Strong sense of urgency and accountability.
• Ability to prioritize competing deadlines in a fast-paced operational environment.
• Ability to make sound decisions with limited supervision.
• Strong analytical skills with the ability to identify operational trends.

Working Conditions:

• Primarily office-based work environment.
• Ability to sit for extended periods while working at a computer with frequent use of computer systems, telephone, spreadsheets, and ticket management software.
• Regular interaction with contractors, field personnel, customers, and internal departments.
• May require occasional overtime or schedule flexibility to support operational demands.
• Ability to sit for extended periods while working at a computer.
• Occasionally lift up to 15 pounds.