Service Delivery Supervisor - Residential

Ritter Communications•Jonesboro, AR

About The Position

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 197 communities and more than 60,000 customers in Arkansas, Tennessee, Texas, Missouri, Kentucky and Louisiana. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience. General Summary: The Service Delivery Supervisor is responsible for ensuring the successful delivery of new services and equipment to customers that meet and exceed expectations. This role supports the company initiative to reduce customer delivery intervals, drive revenue and create a superior post-sales customer experience. The Service Delivery Supervisor oversees the day-to-day activities of the Service Delivery team and interfaces with cross-functional departments, customers, contractors and management.

Requirements

Knowledge of Company policies, procedures, products, and services
Knowledge and mastery of service delivery processes and procedures
Willingness to challenge the status quo
Proficient skill in generating and maintaining business process documentation and performance trends
Proficient skill in the use of various software programs including Microsoft Office (Excel, Outlook, PowerPoint, and Word) SharePoint
Strong oral and written communication skills including presentation skills and facilitation skills
Ability to articulate thoughts and ideas
Strong ability to problem-solve and de-escalate conflict
Ability to demonstrate skills in management
Ability to deal with shifting priorities, demands, and timelines
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and
Ability to work independently and pay close attention to detail with little direction
Ability to travel for business requirements; must possess a valid Driver’s License with a satisfactory driving record
High school diploma or equivalent required
Bachelor’s degree in Business Administration or a related field preferred

Nice To Haves

Experience with Salesforce, eLation, or project coordination in a technical environment is a plus.

Responsibilities

Engages all teams and management necessary to meet customer’s needs concerning installation timeframe and characteristics
Supervise Service Delivery team members, serve as an escalation resource, and maintain consistency of team work performance
Monitors departmental performance metrics against established goals and takes course corrective actions to improve
Leads discussions and prepares operational documentation concerning systems, workflows, processes, and procedures relative to the Service Delivery department
Works to ensure company revenue targets are met monthly
Resolves interdepartmental issues in a cross-functional manner
Explores and implements process and workflow efficiency gains in the product delivery lifecycle
Establishes and maintains effective working relationships by building trust and respect
Establishes and implements quality reporting and analysis of departmental output to improve internal and external customer satisfaction
Notifies appropriate stakeholders throughout and upon completion of projects
Identifies and leads continuous service improvement efforts to increase customer satisfaction
Identifies ways to reduce customer intervals, increase internal and external project updates, and improve ticket quality and consistency
Travels to customer sites, project areas, business-related events, and other Ritter Communications locations as required
Handles other duties as assigned.

Benefits

health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!

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