Service Delivery Specialist - Tier I

The Service Delivery Tier 1 will play a critical role in maintaining effective communication and ensuring excellent operational results. This entry position will open opportunities to expand knowledge into other operational skill sets to improve the tool set available.

At Conexon Connect we strive to provide the best possible service to Rural America. This position will leverage your work ethic with your passion for service to maximize our solutions.

This position will be introduced to and perform the following duties as directed. Work hours include 7am to 7pm CST, weekends, and Holidays. A work schedule will be created generally within those parameters but are subject to change.

Required Duties for Tier 1 (must be met before moving to any other Tier):

• Dispatch Duties to be performed in a timely and efficient manner.

Soft Closing

Assigning Jobs/Tickets (Residential and Commercial)

• Interdepartmental Communication

Communication with Technicians.

Monitor and track technician locations, work assignments, and progress.

Contractors

In House

• Communication with Customers on Reschedules and as needed.
• Communication methods include Phone, Email, Text, Chat, and Various.
• Audit Multiple Times/day.

Service Orders

Trouble Tickets

Temp Drop Buries

• Review Installs to Investigate and other hot topics.
• Manage Suspend Order Requests including owned Suspend Order Queues and shared Suspend Order queues.
• Handle escalated customer issues, providing solutions that are both effective and efficient.
• Create Orders, Trouble Tickets, and Temporary Drop Bury Requests.
• Text Initiation/Response
• Correct Address Information
• Commercial Order scheduling including Site Surveys, Data Orders, and Phone Orders.
• Document actions in required applications.
• Submit Recognition and Feedback data.
• Ensure all installs scheduled are installed or in the correct status based on needs of the order.
• Confirm orders from the previous day are complete or statused appropriately.
• Manage all missed installs to get rescheduled and updated into the install flow appropriately.
• Review EOD reports from Contractors to identify any missed installs.
• Manage Technician Work Schedules.
• Other duties as assigned.

Some or All of the following Duties may be Required:

• Port Phone Lines (LNP Residential) (PP)
• Provision Phone Lines (PP)
• Provision Specific Phone Features (PP)
• Port Out Requests (PP)
• Daily Phone Reports (PP)
• Validate Addresses (SS)
• ROE Management (SS)
• Off Net Address Management (SS)
• E911 Error Reconciliation (SS)
• Correct Feeder Information (SS)

Job Skills/Qualifications:

Required:

• Have flexibility in your schedule for work purposes.
• Excellent customer service and problem-solving skills, active listening skills and a strong eye for detail.
• Strong communication skills and unflappable, professional demeanor.
• Ability to multitask between systems and adapt to change.
• Analytical thinker with technical aptitude with the ability to work independently and as part of a team.
• Solid computer skills, Microsoft platform experience preferred.
• Self-motivated with exceptional work ethic.

Preferred:

• Telecom industry experience
• Previous customer service/or dispatching experience
• Experience using workforce management systems
• Associates in a business discipline