Service Delivery Coordinator

Greenlight Networks•Rochester, NY

9d•Onsite

About The Position

We are seeking a service delivery coordinator to act as the primary point of contact for field Management and technicians across all markets. This role is responsible for coordinating service and installation appointments, managing route updates, and compiling and distributing Field Operations reporting. The ideal candidate is an excellent communicator with strong multitasking skills, capable of balancing multiple priorities under tight deadlines. As a key link between field teams, office staff, and customers, this position ensures seamless installation and repair services for our growing customer base. Responsibilities include scheduling, resource allocation, real-time communication and problem-solving, as well as tracking performance and analyzing data to optimize processes, enhance operational efficiency, and support overall business goals.

Requirements

Excellent verbal and written communication skills to interact with customers and colleagues.
Ability to multitask and manage / prioritize workload that supports our efforts to reach company goals.
Ability to articulate and demonstrate knowledge of internal operational processes.
Working knowledge of MS office products with the ability to create, edit documents and spreadsheet.
Ability to understand fiber drops and relay information from Vetro.
Accurate and efficient data entry.
Excellent attendance and punctuality record.
Perform other duties as needed.

Nice To Haves

Associate’s degree preferred or equivalent experience.
Familiarity with the telecommunications industry.
2+ years’ experience as dispatcher or customer service.

Responsibilities

Review new customer orders for accuracy; proactively identifying any errors and taking corrective action.
Ensure all installation, service call and drop tasks are assigned daily and completed.
Reviewing upcoming installations appointments to alert field of special installs and ONT provisioning.
Review previous day’s installation to ensure all aspects of the order were completed properly.
Assist with same day appointment rescheduling/cancellation and apply any necessary fees.
Communicate with outside fiber technicians and contractors on route changes and tasks are dispatched.
Communicate route delays/updates and escalation requests to Field Operations team.
Contact customers regarding install and drop appointments when requested by the Field Operations team.
Responsible for communicating with contractors and providing them with consistent workflow to reach company goals.
Responsible for completing and following up on construction and field engineering requests.
Work with the Service Delivery team on special requests and delays on customer appointments.
Provide daily, weekly and monthly Field Operations reporting as needed.
Continually audit work to ensure proper flow of orders and holding queues are updated.
Identify and resolve customer problems, escalating issues as needed.
Assist in reviewing and addressing outstanding installations appointments and applying CDA fees when applicable.