Service Delivery Coordinator

Position Overview & Purpose

The Service Delivery Coordinator is responsible for focusing on the activities of our highly motivated field service technicians. Provide key support and direction of all scheduled work orders to the field to increase efficiency and meet work order fulfillment. Assign work to field service technicians and provide system-wide communications to associates to ensure that customer requests are resolved in an on-time fashion.

Essential Duties & Responsibilities

• Prioritizes and dispatches service and installation requests. Reschedules and/or assigns jobs to technicians.


• Monitors daily progress of Technicians and adjusts routes to accommodate customer additions, rescheduling, and cancellations while providing support to the Technicians throughout the day.


• Inputs data into various databases used for tracking and reporting. When necessary, records completion codes to provide accurate service history.


• Distributes unassigned work to the appropriate field personnel; utilizes the designated workforce management tool. Organizes daily workload by managing the day’s route, assignments and reassigning work as required.


• Operates PC to input and retrieve subscriber account data and makes notations as needed in the appropriate management tool. Processes paperwork to issue credits for late appointments as needed


• Other duties and responsibilities as assigned.

Knowledge, Skills & Abilities

• Effectively communicates with field personnel regarding any customer-impacting concerns, minimizing the need for future contacts.


• Provides appointment management, i.e., running late calls to technician, providing estimated time of arrivals, and reschedules with customer (including not home and go backs.)


• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

• Ability to prepare reports and business correspondence.


• Excellent written and verbal communication skills.


• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow Ability to work independently and as a member of various teams.

Basic Qualifications & Competencies

• Minimum one-year certificate from college or technical school, 3 to 5 years related experience or equivalent combination of education and experience.


• Proficient in Microsoft Word, Outlook, and Excel

• Must be able to provide proof of eligibility to work in the U.S.

Physical Demands & Working Environment

• Walking- up to 40%


• Standing- up to 40%


• Reaching- up to 10%


• Lifting and/or bending- up to 10%


• Work environment- indoors and outdoors


• Able to lift up 45 pounds


• Travel: 10%

STATEMENT

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully. 

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position.  The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.