Service Delivery Specialist

Schurz Communications•Hagerstown, MD

18h•$20•Hybrid

About The Position

Antietam Broadband has an immediate opening for a Service Delivery Specialist! This position is responsible for overseeing and managing the end-to-end service delivery processes, from the initial customer order to the final installation and ongoing support. Ensuring that products and services are delivered efficiently on time, and to the highest standards of quality, while maintain a strong focus on customer satisfaction. Apply today to work for a growing company! Title: Service Delivery Specialist Location: Hybrid position with office in Hagerstown, MD Rate: Starting at $19.50/hour Job Type: Full-time Reports to: Director of Service Delivery

Requirements

High School Diploma or GED equivalent
At least 2 or more years within a Customer Care, Operations, or Sales roles.
Ability to remain calm when dealing with high stress situations
Knowledge of Broadband industry and service industry
Understanding of industry technology and terms
Knowledge of computer operating systems; Word, Excel, PowerPoint, etc.
Ability to analyze, identify, prioritize and solve problems is required
Ability to work closely with team members and cross-functional environments
Quickly identify and address issues as they rise, adapting to changes and maintain a solutions-oriented mindset
Excellent verbal and written communication skills; ability to convey information clearly and concisely
Valid driver’s license with a good driving record

Responsibilities

Maintains fixed assets projects and PO data in Excel spreadsheets
Ensure quality control and accuracy for all B2B and B2C product solution orders throughout the Service Delivery process
Perform the necessary workflows and processes for an order to reach close status into successful billing
Assist in order flow of voice orders by 3rd Party agents (i.e. Alianza) to meet FOC dates
Use technical tools (i.e. Calix cloud and Plume cloud) to aid turn up of new services in a quality manner all products
Open and work escalation tickets received from other departments and 3rd party vendors supporting the provisioning of new services, and upgrades
Support B2B/B2C in order keying, tracking can-we-serve requests and site surveys related to business product needs
Track & manage all orders from all sales channels
Perform various functions in billing system, as it pertains to the Service Delivery processes and functions
Review service tickets prior to technician dispatch to identify errors, missing information, or incorrect routing and prevent unnecessary service calls
Coordinate earlier-than-scheduled appointment requests, ensuring appointments are first placed in the next available slot before review
Serve as the primary point of control for same-day scheduling and dispatch during business hours
Handle Tier 3 escalation tickets requiring technician return visits when sufficient information is available
Coordinate failed installations by scheduling required repairs and subsequent re-installations
Manage service call no-shows, performing follow-ups once notified by technicians
Support weather-related service disruptions by coordinating rescheduling in accordance with established protocols
Collaborate with TAC, Tier 2, Tier 3, and Field Operations to ensure accurate scheduling, clear communication, and efficient use of field resources
Maintain appropriate dispatch boundaries, ensuring installation back-end accuracy remains the responsibility B2B & B2C
Always maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with internal and external customers
Comply with company policies and specifications
Perform other duties as assigned