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Service Delivery Coordinator

4 months ago

Pooler, United States Clearwave Fiber LLC Full time

Job Type

Full-time

Description

Takes all necessary steps to track work orders, trouble tickets and technicians in the field utilizing a customized database in order to meet company and customer goals. To ensure that customer, supervisor, and technician questions are answered in a timely and professional manner.

What you will do:

  • Closes out 100% work orders daily
  • Prioritizes a balance between service orders and trouble tickets
  • Follows all dispatch procedures and reports any shortfalls and any recommendations for improvement to the Dispatch Supervisor
  • Contact's customer to schedule and coordinate installs
  • Notifies technicians of any cancellations prior to the scheduled arrival time
  • Answers phone calls promptly and professionally
  • Demonstrates a clear and consistent understanding of our computerized work unit system
  • Performs general offices duties and other assigned projects
  • Pulls in service orders/trouble tickets to fill the day as needed
  • Sends out daily install report
  • Ability to multitask effectively in a fast-paced environment
  • Monitor tech GPS throughout the day
  • Maintains the accuracy of work units and trouble tickets through maintenance calendar
  • Handles customer questions, complaints and inquiries in an expeditious and professional manner and documents appropriately
  • Inputs and maintains an accurate computerized customer work order and trouble ticket database
  • Provides support to field techs as needed to include basic provisioning of services
  • Ability to understand work order flows and processes
Requirements

What you will need:
  • High school graduate
  • Minimum of 3 years' related experience (preferably in telecommunications and wireless industry)
  • Basic computer and office skills, including Microsoft Outlook, Excel, Teams and Word
  • Able to handle multiple tasks
  • Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both orally and in writing
  • Must have excellent customer service skills
  • Able to work Monday through Sunday, schedule will vary depending on rotation
Additional Qualifications:

Must meet the Home Office Requirements below to qualify for remote / work-from-home positions:
  • Have a quiet, distraction-free work area in a location that provides privacy from other people, activities, and noise
  • Have a steady work surface
  • Have a comfortable chair
  • Adequate lighting
  • Working smoke and carbon monoxide detectors
  • Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]
What We Offer:

BENEFITS:
  • Health & Wellness: Gain peace of mind with comprehensive medical, dental, and vision insurance coverage from day one. Plus, take advantage of company contributions to HSA/HRA accounts and an FSA plan to cover your healthcare expenses.
  • Work-Life Balance: Recharge and rejuvenate with up to 20 days of paid time off in your first year, ensuring you have the flexibility to enjoy life outside of work.
  • Financial Security: Plan for your future with our generous 401(k) matching program, featuring immediate vesting. Additionally, safeguard yourself and your loved ones with company-paid life insurance and voluntary options for dependents, along with company-paid short-term and long-term disability plans.
ADDITIONAL PERKS:
  • Tech Advantage: As a part of our team, you'll also enjoy free Clearwave Fiber services if you reside within our service footprint, keeping you connected and productive.
  • Support & Assistance: Access our Employee Assistance Plan and 24/7 Health Advocate services at no cost to you, ensuring you have the support you need, whenever you need it.
  • Referral Rewards: Benefit from our Employee Referral Program and earn rewards for bringing top talent to our team.
  • Career Development: Invest in your professional growth with ongoing career development opportunities and recognition programs designed to celebrate your achievements.
  • Additional Coverage: Explore optional coverage with our voluntary accident, critical illness, hospital indemnity, and legal plans, providing added peace of mind for life's unexpected challenges.

Our Core Values

Purpose - We are about more than ourselves.

Ownership - We are owners.

Courage - We embrace challenge.

Resourcefulness - We find a way.

Simplicity - We focus on what matters.

About Us:

Clearwave Fiber, a leading provider of 100% Fiber Optic Internet services, is expanding its network across the Midwest and Southeast regions. Backed by strong investment partners including Cable One, GTCR, Stephens Capital, and The Pritzker Organization, we are committed to delivering cutting-edge technology and unparalleled customer service. Join our team of over 300 colleagues dedicated to shaping the future of connectivity.

Pre-hire Assurance:

Rest assured, Clearwave Fiber prioritizes the safety and security of our associates and customers. Job offers are contingent upon successful background checks, drug screenings, and reference checks. Once cleared, embark on a fulfilling and rewarding career journey with us.

Equal Opportunity Employer:

Clearwave Fiber is proud to be an Equal Opportunity Employer, fostering a diverse and inclusive workplace.