Service Delivery Specialist

Here's your opportunity to help us make a big difference in Rural America. At Conexon Connect our primary goal is to bridge the digital divide by providing customers in rural areas with Fiber internet speeds! As a Scheduling Coordinator you’ll get to work with some of the brightest minds in the industry, be part of a fast-paced, growth-oriented environment providing work with members to schedule the installation of broadband and telephone services for both commercial and residential customers. 

We’re looking for high achievers who are fascinated with our industry to join our dedicated team in providing exceptional service to our members. It’s the very foundation of our growing company and the reason behind our success. You can enjoy the satisfaction of using your quick mind and problem-solving skills to help our members, while working in an enriching work environment with great benefits and many opportunities for career growth. Come discover how you can be part of our growing Conexon family.

 Responsibilities and Essential Job Functions:

• Be exceptionally responsive to all customer requests. 
• Anticipate and make recommendations for customer needs.
• Manage customer expectations.
• Understanding the needs of new customer and the resources available to you throughout the customer experience.
• Clearly and proactively managing communications between our staff and the customer
• Coordinating effective communication with sales, operations, and billing teams to ensure customer expectations are met 
• Work with a creative team to bring ideas into the mix, offer suggestions, research, ability to share & constantly learn new      processes and technology
• Provide EXCELLENT customer service with a positive attitude to every customer, on every occasion. 

Duties include:

1. Receive, coordinate, resolve, customer questions, concerns, requests
2. Updating and documenting all client interactions
3. Track and review reports as needed
4. Review new customer paperwork, resolve any issues
5. Monitor porting emails including escalations and ensure members are  taken care of within 24 hours
6. Monitor team chats to ensure any questions or concerns are  addressed in a timely manner
7. Pre-provision phone service in phone provisioning system prior to technician arrival
8. Process telephony disconnects in phone provisioning system as needed
9. Reach out to members to gather port information for LNP and provide ETA on installation
10. Create work orders and submit port requests
11. Provide members with updates on port requests and ensure account information is accurate
12. Schedule appointment once confirmation is received to port the number from the other provider 
13. Resolve any tickets in a timely manner assigned to the porting & provisioning department
14. Communicate with the MSR team and technicians to ensure customer  expectations are met 
15. Assist other agents on the team as needed
16. Other tasks assigned by supervisor

Job Skills and Qualifications:
Required: 

• Have flexibility in your schedule for work purposes – ours is a 7a.m. to 7p.m. schedule, 7 days a week. Plenty of advance notice is given for scheduling purposes. 
• Excellent customer service and problem-solving skills, active listening skills and a strong eye for details
• Strong communication skills and unflappable, professional demeanor
• Ability to multitask between systems and adapt to change
• Analytical thinker with technical aptitude with the ability to work independently and as part of a team
• Solid computer skills
• Self-motivated with exceptional work ethic

Preferred:

• Telecom industry and porting experience 
• Bilingual
• Associates in a business discipline
• Previous customer service/or technical support experience
• Experience with billing and pricing
• Experience using work force management systems
• Prior experience in porting and or provisioning telephone and broadband services

Company Benefits Include:

• Paid time off
• Full benefits (health, dental, and vision)
• Life insurance
• Long-term and short-term disability insurance
• Retirement benefits
• Work from home flexibility

This position spends the majority of time spent seated either on a computer or phone. We offer a highly competitive compensation and benefits package. Currently hiring for: full-time and part-time with different shift times available from 7am to 7pm. Please send us your resume with a cover letter telling us why you’d be the perfect fit for this position. We look forward to hearing from you.