Service Delivery Specialist

SUMMARY

The Service Delivery Specialist plays a key role in managing the end-to-end process for in-flight service orders, ensuring a seamless experience for customers. This position involves processing sign-up agreements, creating and managing in-flight customer accounts that have open service orders, and tracking the progress of service delivery to ensure timely and accurate execution. The specialist serves as the primary point of contact for providing service delivery updates, addressing inquiries, and conducting post-delivery check-ins to ensure satisfaction. Additionally, the role requires close collaboration with internal teams, overseeing quality assessments, conducting audits, and supporting process improvements to enhance overall service quality and efficiency.

ROLE AND RESPONSIBILITIES

• Process sign-up agreements and create customer accounts.
• Manage in-flight orders for fiber installation, ensuring accurate and timely processing.
• Track the progress of service delivery, addressing any issues and updating customers regularly.
• Serve as the primary point of contact for customers during the service delivery process, providing

updates and addressing inquiries.

• Coordinate and schedule Trouble Repairs with internal teams.
• Conduct customer check-ins after service delivery to ensure satisfaction and gather feedback.
• Handle incoming phone calls and monitor emails related to service delivery.
• Work with departments regarding scheduled jobs to meet customer demands and service level agreements.
• Oversee the entire service delivery process, from sale to activation, ensuring adherence to timelines and quality standards.
• Proactively identify and mitigate potential risks that could impact service delivery or customer satisfaction.
• Conduct regular quality assessments of completed installations to ensure compliance with company

standards.

• Perform regular audits of accounts with open service orders to verify accuracy and track progress.
• Monitor service delivery KPIs, such as installation turnaround time, account aging, customer satisfaction scores, and service-level compliance.
• Provide data and insights to support continuous improvement of service delivery processes.
• Support initiatives to optimize workflows and enhance customer experience.
• Additional Responsibilities may be assigned at any time based of business needs.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High school diploma or equivalent.
• Previous experience in service delivery, customer service, or a related field preferred.
• Strong organizational skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively in a team environment.
• Familiarity with CRM systems, project management tools, and Microsoft Office Suite.
• Problem-solving skills and the ability to handle multiple tasks simultaneously.
• Proficiency in project management tools and software for scheduling, tracking, and reporting.
• Capable of thriving in a dynamic, fast-paced environment, adjusting effectively to changing business needs and customer demands.

ADDITIONAL NOTES

• Travel may be required.

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.