Service Delivery Coordinator

Ritter Communications•Jonesboro, AR

About The Position

Ritter Communications, headquartered in Jonesboro, Arkansas, is the largest privately held telecom provider serving the Mid-South. Recognized as one of Arkansas' Best Places to Work for five years running, we deliver world-class broadband fiber, telecom, video, and data center services. With rapid growth and millions invested in advanced infrastructure, we now serve 197 communities and over 60,000 customers across six states. At Ritter Communications, our team combines cutting-edge technology with a customer-first mindset - and we're looking for talented individuals who share our passion for excellence and community impact. General Summary: The Service Delivery Coordinator is responsible for project managing the installation of enterprise voice, video, and data solutions for Ritter’s business customers. This position interfaces with the company’s internal departments, external vendors, and other service providers during customer installations to ensure each phase of the project is completed correctly and on time. The role also works closely with customers to coordinate key dates, answer questions, and ensure all customer requirements are met. Primary objectives of this position are to delight enterprise customers through the accurate, timely, and efficient delivery of their products and services.

Requirements

Knowledge of data (Ethernet, IP) and voice (POTS, VoIP, Hosted PBX) products
Demonstrated interpersonal skills
Demonstrated skill in Microsoft Office
Ability to deal with shifting priorities, demands, and timelines
Ability to lead and coordinate projects in a technical environment
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to problem-solving and multi-tasking skills
Ability to work both independently and in a team-oriented, collaborative environment
Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments, while maintaining positive working relationships with each
Excellent verbal and written communication skills
Exceptional attention to details
High school diploma or equivalent required

Nice To Haves

bachelor’s degree preferred
Experience with Salesforce, TOA Technologies’ ETAdirect, and/or MetaSolv M6 a plus.
CAPM certification is a plus.

Responsibilities

Determines the most efficient project plan to meet customer requests
Expedites each phase of the installation process, and be responsible for the development, planning, and coordination of all aspects of the project in order to ensure an efficient and smooth process
This includes, but is not limited to: identifying the project scope; understanding customer expectations; evaluating constraints and requirements; creating and communicating a realistic project plan; identifying project team members and roles; and ensuring assigned tasks are completed within the schedule
Manages individual revenue forecast as related to assigned projects
Serves as the single point of contact for the customer throughout the project
Manages customer expectations, resolves issues, and coordinates dates
Acts as a liaison between Enterprise Sales, Sales Engineering, Network Provisioning, Procurement, Field Operations, external vendors, and other service providers during the implementation of customer solutions
Establishes and maintains effective working relationships by building trust and respect between internal teams
Handles multiple active customer projects simultaneously
Manages work queue by using various reports for project tasks
Reports on the progress of installation activity and project milestones to the customer, internal team members, and other stakeholders
Provide ongoing status updates to Enterprise Sales and Field Operations management regarding any issues, along with steps of resolution
Escalate as needed to ensure projects flow according to schedule
Identify, own, and handle any issues that arise during installation
Confirm with customers that all services have been delivered as requested
Notify appropriate internal and external stakeholders upon completion of the project
Identify and lead continuous service improvement efforts to increase customer satisfaction
Identify ways to decrease the time to bill
Handle other duties as assigned