Installation Concierge

**About Cityside Fiber**

Cityside Fiber believes that we all deserve amazing internet Our core purpose is to create networks that better enable life-changing connectivity in our communities. We do this by living our core values of: Putting people first, loving our communities, making it effortless to do business with, and daring to be different while having fun. Cityside Fiber is an emerging telecommunications infrastructure developer and internet service provider headquartered in Irvine, California. Cityside Fiber has launched our first networks in Orange County and has its eyes set for further expansion in California due to unprecedented response and demand.

We are built on a foundation of innovation, accountability, and trust. We are an employee-focused business that seeks independent-thinking people who want to actively contribute to the success of the organization and make the lives of those we serve better. Are you customer obsessed, smart and analytical yet execution focused and passionate about internet, connectivity and all that it brings? If yes, this opportunity is for you.

**About the Job**

We are seeking a highly motivated and experienced Installation Concierge to be an important part of our growing team. The Installation Concierge will be responsible for coordinating drop and in-home installations, managing field service technician schedules and jobs, and ensuring the highest level of customer satisfaction throughout the installation processes. This opportunity sits within Cityside Fiber’s Customer Experience department. The objective of this position is to manage the entire installation process from the back end, including order processing and scheduling customers, field technician dispatching, ticketing, quality control, and third-party vendor management. To be successful in this role you will have supreme organizational skills and attention to detail, effective communication abilities, and a passion for going above and beyond on behalf of customers. You will operate in a fast-moving and sometimes ambiguous environment and excel in hitting the Company’s objectives.

**Responsibilities**
- Understand Cityside Fiber’s core purpose and values and be passionate about what we do.
- Work in and contribute to an atmosphere of trust and integrity with fellow employees to ensure the overall success of Cityside Fiber.
- Own and coordinate all aspects of drop and in-home installations by timely processing new orders, including customer outreach for scheduling, technician dispatch, regulatory filing, and managing resources efficiently.
- Collaborate closely with internal teams, including Construction, Sales, Customer Service, and Operations, to ensure seamless communication and coordination throughout the installation process.
- Manage escalation and the ticket flow process across teams and vendors to maintain rapid and successful turnaround times for installation issues.
- Maintain accurate records and reporting of installation schedules, technician assignments, and customer interactions using internal tracking systems and software.
- Monitor installation progress and performance metrics, proactively identifying and addressing any potential delays or bottlenecks to ensure timely completion of installations.
- Coordinate scheduling and PO processing of third-party vendors.
- Complete quality assurance checks, in coordination with the field team, on completed installations to ensure finished jobs adhere to company standards and customer expectations.
- Serve as the primary point of contact with customers throughout the installation process, including successful distribution of onboarding materials and completion of customer satisfaction surveys.
- Analyze customer feedback, trends, and insights to identify opportunities for process optimization and service enhancements.
- Complete all necessary reporting and notification requirements in a timely manner for work completed or to be completed by the team.
- Work in and contribute to an atmosphere of trust and integrity with fellow employees to ensure the overall success of Cityside Fiber

**Qualifications**
- High energy individual who is willing to be an integral part of a high growth service provider who puts people first, dares to be different, and has fun disrupting an industry.
- High school degree or equivalent practical experience.
- 2 years of experience in telecom as a project coordinator.
- Understanding of fiber optic network infrastructure, telecommunications systems, and installation methods.
- Experience communicating to and collaborating with cross-functional teams.
- Ability to work well under pressure in a fast-paced environment while adapting to changing priorities.
- Excellent organizational skills
- Ability to multi-task and be highly responsive to internal and external clients.
- Demonstrated intense customer focus with great verbal and written communication skills.
- Demonstrated highest level of integrity, intellectual hon