Service Delivery Specialist - Hagerstown

Antietam Broadband has an immediate opening for a Service Delivery Specialist This position is responsible for overseeing and managing the end-to-end service delivery processes, from the initial customer order to the final installation and ongoing support. · Ensuring that product ...

Job description

Antietam Broadband has an immediate opening for a Service Delivery Specialist This position is responsible for overseeing and managing the end-to-end service delivery processes, from the initial customer order to the final installation and ongoing support.

Ensuring that products and services are delivered efficiently on time, and to the highest standards of quality, while maintain a strong focus on customer satisfaction.

Apply today to work for a growing company


Title:
Service Delivery Specialist


Location:
Hybrid position with office in Hagerstown, MD


Rate:
Starting at $19.50/hour


Job Type:
Full-time


Reports to:
Director of Service Delivery

Primary Responsibilities Include

Maintains fixed assets projects and PO data in Excel spreadsheets
Ensure quality control and accuracy for all B2B and B2C product solution orders throughout the Service Delivery process
Perform the necessary workflows and processes for an order to reach close status into successful billing
Assist in order flow of voice orders by 3rd Party agents (i.e. Alianza) to meet FOC dates
Use technical tools (i.e. Calix cloud and Plume cloud) to aid turn up of new services in a quality manner all products
Open and work escalation tickets received from other departments and 3rd party vendors supporting the provisioning of new services, and upgrades
Support B2B/B2C in order keying, tracking can-we-serve requests and site surveys related to business product needs
Track & manage all orders from all sales channels
Perform various functions in billing system, as it pertains to the Service Delivery processes and functions
Review service tickets prior to technician dispatch to identify errors, missing information, or incorrect routing and prevent unnecessary service calls
Coordinate earlier-than-scheduled appointment requests, ensuring appointments are first placed in the next available slot before review
Serve as the primary point of control for same-day scheduling and dispatch during business hours
Handle Tier 3 escalation tickets requiring technician return visits when sufficient information is available
Coordinate failed installations by scheduling required repairs and subsequent re-installations
Manage service call no-shows, performing follow-ups once notified by technicians
Support weather-related service disruptions by coordinating rescheduling in accordance with established protocols
Collaborate with TAC, Tier 2, Tier 3, and Field Operations to ensure accurate scheduling, clear communication, and efficient use of field resources
Maintain appropriate dispatch boundaries, ensuring installation back-end accuracy remains the responsibility B2B & B2C
Always maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with internal and external customers
Comply with company policies and specifications
Perform other duties as assigned

You Will Need To Have

High School Diploma or GED equivalent
At least 2 or more years within a Customer Care, Operations, or Sales roles.
Ability to remain calm when dealing with high stress situations
Knowledge of Broadband industry and service industry
Understanding of industry technology and terms
Knowledge of computer operating systems; Word, Excel, PowerPoint, etc.
Ability to analyze, identify, prioritize and solve problems is required
Ability to work closely with team members and cross-functional environments
Quickly identify and address issues as they rise, adapting to changes and maintain a solutions-oriented mindset
Excellent verbal and written communication skills; ability to convey information clearly and concisely
Valid driver's license with a good driving record

Benefits

Family Medical (3 plans to choose from), Dental and Vision
Company funded HSA
Company Paid Short Term Disability
Company Paid Long Term Disability with Voluntary option
Company Paid Parental Leave
Company Paid Life as well as Voluntary policies
401(k) with generous company match
Paid Time Off
Volunteer Paid Time Off
Paid Holidays

When you join Antietam Broadband...

You'll be joining an award-winning company and team.

We also believe in giving back to the community and we want our employees to have the opportunity to do so.

We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential. For more information, go to

Schurz Communications And Its Subsidiaries Strategic Objectives

We will attract, invest in, communicate with, and retain top talent.
We will innovate, partner, experiment and create a better future together.
We strive to continuously improve operating performance to ensure sustained growth.
We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

Physical Demands/Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is:

Sitting for long periods
Virtual and hybrid responsibilities as needed for team support
The employee generally works in an indoor office environment

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.