Service Delivery Specialist I

ImOn Communications, LLC•Cedar Rapids, IA

6d•Onsite

About The Position

As a Business Service Delivery Specialist, you will serve as the operational connection between our business customers and multiple internal departments, ensuring every service order is delivered accurately, efficiently, and with an exceptional customer experience. If you're organized, customer-focused, and thrive in a fast-paced environment where no two days are the same, we'd love to meet you. As a Business Service Delivery Specialist, you will play a vital role in ensuring our business customers receive a seamless experience from the moment a service agreement is signed through installation and ongoing support. You will review business service contracts, accurately process customer orders, and ensure contracted services are properly provisioned and applied to customer accounts. Acting as the central point of coordination, you'll work closely with Sales, Engineering, IT, Account Management, Operations, and customers to facilitate installations, upgrades, service changes, and disconnects. In this role, you will maintain accurate customer records and telecommunications databases, including E911, Caller ID (CNAM), Local Number Portability (LNP), and directory listings. You'll also provision equipment, coordinate with field technicians to verify services are installed and functioning as expected, and manage business customer trouble tickets by dispatching technicians and helping drive timely issue resolution. Throughout each interaction, you'll ensure clear communication, exceptional customer service, and operational accuracy while participating in an on-call rotation to support service continuity when needed.

Requirements

High school diploma or equivalent
Ability to work independently while managing multiple priorities in a fast-paced environment
Ability to participate in an on-call rotation and respond effectively to customer service needs

Nice To Haves

Experience in Telecommunications, internet, voice, hosted PBX, or business communication services
Understanding of industry standards including E911, CNAM, LNP, and directory listings

Responsibilities

Review business service contracts
Accurately process customer orders
Ensure contracted services are properly provisioned and applied to customer accounts
Facilitate installations, upgrades, service changes, and disconnects
Maintain accurate customer records and telecommunications databases, including E911, Caller ID (CNAM), Local Number Portability (LNP), and directory listings
Provision equipment
Coordinate with field technicians to verify services are installed and functioning as expected
Manage business customer trouble tickets by dispatching technicians and helping drive timely issue resolution
Ensure clear communication, exceptional customer service, and operational accuracy
Participate in an on-call rotation to support service continuity