Service Delivery Coordinator

Optus, Inc • Jonesboro, AR

76d

About The Position

This position requires a highly motivated individual who can work in a fast-paced environment and transition smoothly between tasks. The role emphasizes strong teamwork and collaboration with other team members and the company to provide comprehensive solutions that meet customer needs. A high level of customer service and phone etiquette is expected, along with the ability to accurately transcribe information into customer-facing notes and ensure correct billing for accounting processes. The coordinator will develop a base level of technical knowledge through scheduled training opportunities and experience in the position. Communication will occur through various channels, including email, phone, instant messaging, Salesforce case updates, and face-to-face interactions.

Requirements

• College degree preferred, High school degree or equivalent required
• Experience with Microsoft Word, Excel and Outlook required
• Previous telephony experience a plus
• Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
• Strong written and verbal communication skills required
• A keen attention to detail and great organizational habits are mandatory
• Participation in scheduled on-call rotation during nights and weekends
• This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities

Responsibilities

• Provide exceptional customer service to a diverse group of internal and external customers
• Answer incoming queue calls in a fast-paced environment and triage based on the type of call
• Responsible for dispatching standard break/fix or MAC tickets
• Conduct daily follow-up calls with subcontractors to ensure daily appointments are met
• Complete check-in/out or dispatch confirmation calls
• Dispatch emergency tickets based on skillset and workload assignments
• Use GeoPointe to identify/schedule subcontractors for service and negotiate rates to maximize profitability
• Respond to standard customer or tech inquiries via email, Salesforce, or phone
• Understand high-level customer-specific account requirements and ensure proper cost/billing
• Update service tickets using the appropriate fields in Salesforce
• Review requests for equipment orders and submit for processing & delivery
• Escalate complex issues & customer escalations to Tier 2 and/or Management if needed
• Train new & current team members on internal/external processes, workflows, and changes
• Participate in 24x7x365 on-call rotation after a minimum of 90 days in position or management discretion
• Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics policies and support Optus’ team approach to quality to drive Optus forward
• Other duties or tasks assigned by management

Benefits

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 101-250 employees