Service Delivery Specialist

Mainstream Fiber Networks•Newburgh, IN

About The Position

This role is responsible for managing the end-to-end customer experience across service delivery, trouble repair, and claims, ensuring a seamless and consistent process from onboarding through activation and ongoing support. The position oversees order management, account setup, and installation coordination, while serving as the primary point of contact for customer communication and guidance. Additionally, the role leads the claims and trouble repair process from intake through resolution, ensuring accurate documentation, thorough investigation, and timely outcomes. It collaborates closely with internal teams, contractors, and vendors to support installations, repairs, and claim investigations, while proactively identifying and mitigating risks to customer satisfaction.

Requirements

High school diploma or equivalent required
2-4+ years of experience in customer service, scheduling coordination, operations, or a related role
Experience managing schedules, tickets, or service orders, and coordinating operations
Familiarity with CRM systems, billing platforms, or service management tools (e.g., ticketing or order management systems)
Ability to manage multiple priorities and workflows simultaneously in a fast-paced environment
Excellent organizational skills with strong attention to detail and accuracy in documentation and data management
Ability to analyze issues, identify root causes, and implement effective, timely solutions
Experience coordinating across cross-functional teams, contractors, and external partners
Ability to handle sensitive or escalated customer situations with professionalism and sound judgment
Strong understanding of process adherence, compliance standards, and data privacy requirements

Nice To Haves

Self-motivated with the ability to work independently while contributing to a collaborative team environment
Experience monitoring performance metrics (KPIs) and using data to drive improvements
Strong problem-solving and critical-thinking skills, particularly in service delivery, repair coordination, and claims resolution
Strong customer service and communication skills, with the ability to manage high-volume inbound calls and proactive outbound outreach
Experience in telecommunications, utilities, construction coordination, or a similar field preferred
Prior experience handling customer claims, trouble resolution, or case management strongly preferred
Commitment to continuous improvement and delivering a high-quality customer experience

Responsibilities

Process customer agreements, create accounts, and manage service orders from sale through activation
Oversee service delivery progress and schedule appointments for new installations and repairs, proactively resolving issues or delays
Oversee the end-to-end customer property damage claims process from intake through resolution, ensuring accurate documentation, thorough investigation support, and effective case tracking to successful completion
Serve as the primary point of contact for customers, managing inbound calls and outbound outreach while providing timely scheduling support and delivering clear communication, updates, and guidance throughout onboarding, service delivery, and the trouble repair/claims process
Coordinate with internal teams, contractors, and vendors to support installations, repairs, and claim investigations
Proactively identify and mitigate potential risks that could impact service delivery or customer satisfaction.
Review and validate documentation, preparing materials for internal or external review as needed
Conduct audits and quality checks on accounts, service orders, and completed installations
Monitor KPIs (e.g., claim timelines, installation turnaround, account aging, customer satisfaction) and identify improvement opportunities
Escalate complex or sensitive issues to leadership as appropriate
Collaborate cross-functionally, including supporting customer feedback and review responses
Ensure adherence to company policies, privacy standards, and data accuracy requirements
Support continuous improvement initiatives and perform additional duties as needed