What are the responsibilities and job description for the Service Delivery Specialist position at MAINSTREAM FIBER NETWORKS LLC?
Summary
This role is responsible for managing the end-to-end customer experience across service delivery, trouble repair, and claims, ensuring a seamless and consistent process from onboarding through activation and ongoing support. The position oversees order management, account setup, and installation coordination, while serving as the primary point of contact for customer communication and guidance. Additionally, the role leads the claims and trouble repair process from intake through resolution, ensuring accurate documentation, thorough investigation, and timely outcomes. It collaborates closely with internal teams, contractors, and vendors to support installations, repairs, and claim investigations, while proactively identifying and mitigating risks to customer satisfaction.
Role and Responsibilities
- Process customer agreements, create accounts, and manage service orders from sale through activation
- Oversee service delivery progress and schedule appointments for new installations and repairs, proactively resolving issues or delays
- Oversee the end-to-end customer property damage claims process from intake through resolution, ensuring accurate documentation, thorough investigation support, and effective case tracking to successful completion
- Serve as the primary point of contact for customers, managing inbound calls and outbound outreach while providing timely scheduling support and delivering clear communication, updates, and guidance throughout onboarding, service delivery, and the trouble repair/claims process
- Coordinate with internal teams, contractors, and vendors to support installations, repairs, and claim investigations
- Proactively identify and mitigate potential risks that could impact service delivery or customer satisfaction.
- Review and validate documentation, preparing materials for internal or external review as needed
- Conduct audits and quality checks on accounts, service orders, and completed installations
- Monitor KPIs (e.g., claim timelines, installation turnaround, account aging, customer satisfaction) and identify improvement opportunities
- Escalate complex or sensitive issues to leadership as appropriate
- Collaborate cross-functionally, including supporting customer feedback and review responses
- Ensure adherence to company policies, privacy standards, and data accuracy requirements
- Support continuous improvement initiatives and perform additional duties as needed
Qualifications and Education Requirements
- High school diploma or equivalent required
- 2-4 years of experience in customer service, scheduling coordination, operations, or a related role
- Experience managing schedules, tickets, or service orders, and coordinating operations
- Familiarity with CRM systems, billing platforms, or service management tools (e.g., ticketing or order management systems)
- Ability to manage multiple priorities and workflows simultaneously in a fast-paced environment
- Excellent organizational skills with strong attention to detail and accuracy in documentation and data management
- Ability to analyze issues, identify root causes, and implement effective, timely solutions
- Experience coordinating across cross-functional teams, contractors, and external partners
- Ability to handle sensitive or escalated customer situations with professionalism and sound judgment
- Strong understanding of process adherence, compliance standards, and data privacy requirements
Preferred Skills
- Self-motivated with the ability to work independently while contributing to a collaborative team environment
- Experience monitoring performance metrics (KPIs) and using data to drive improvements
- Strong problem-solving and critical-thinking skills, particularly in service delivery, repair coordination, and claims resolution
- Strong customer service and communication skills, with the ability to manage high-volume inbound calls and proactive outbound outreach
- Experience in telecommunications, utilities, construction coordination, or a similar field preferred
- Prior experience handling customer claims, trouble resolution, or case management strongly preferred
- Commitment to continuous improvement and delivering a high-quality customer experience
Additional Notes
- Travel may be required.
- SCHEDULE IS TUESDAY-SATURDAY 11AM-8PM EST (10AM-7PMCST)
Mainstream Fiber Networks reserves the right to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise.
SCHEDULE IS TUESDAY-SATURDAY 11AM-8PM EST (10AM-7PMCST)