Service Delivery Specialist - Hagerstown, MD

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 ...

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