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Service Delivery Specialist II
3 months ago
At Alaska Communications, we're committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?
This is an IBEW position reporting to the Service Delivery Specialist Lead in Anchorage, AK and will close for Bid on Friday 6/28/24 at 11:59 PM.
Primary Duty
Service Delivery Specialists (SDS's) primary duties are to focus on the efficient and accurate completion of work required to ensure customer service once the sale has been made. Provide support to sales staff, engineering, and field services as required. Interact with ACS customers to determine and recommend devices and services that meet the customer needs.
Reasonable Accommodations Statement:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Examples of Job Duties
- Plan, input and manage service delivery of orders and projects for our business clients for all ACS products and services.
- Provide expert knowledge to Service Delivery Specialists, Sales team members and other internal customers regarding service delivery.
- Provide service delivery support for all business products and services, including billing scenarios; typically provided after the customer has expressed dissatisfaction that invoices do not match contractual agreements.
- Deliver services for ACS on a daily basis and act as a constant positive touch point with our customers-verbally as well as written.
- Schedule and manage customer deliveries both internally by processing the orders and coordinating with business partners downstream at ACS, as well as externally by working with the customers or carriers directly.
- Schedule work for our business clientele, track and report status of pending orders and projects. Manage risk to eliminate customer impact. Escalate as is appropriate.
- Deliver end user training for products and services.
- Review accounts on a routine basis and provide recommendations to customers as well as provide support to Sales staff regarding products, services and delivery of service.
- Resolve or coordinate resolution of customer issues efficiently with little need for supervision.
- Provide assistance to and mentoring of new individuals to the team and assist in the training process of new individuals as needed.
- Complete and grow sales or hand off to sales staff in the appropriate scenario.
- Perform other duties as assigned.
Minimum Qualifications
Minimum Education and Experience Required
Must have a high school diploma. Two years of experience handling business accounts in the telecommunications industry. One year of Sales, Marketing or Customer Service experience involving interaction with customers and implementing orders using automated systems.
Certifications and Licenses Required
Some levels may require you to possess and maintain an Alaska Drivers License.
Additional Job Requirements
External applicants must successfully pass a pre-employment suitability assessment and drug test.
Must successfully complete a pre-employment Data Entry test with 5500 keystrokes per hour with 10% or less error rate or type 33 words per minute.
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