Optus · 3 months ago
Service Delivery Coordinator
Jonesboro, AR
Full-time
Onsite
Mid LevelOptus is seeking a highly motivated Service Delivery Coordinator to work in a fast-paced environment. The role involves providing exceptional customer service, managing dispatch tickets, and ensuring accurate billing for customer needs.
Telecommunications
Responsibilities
Provide exceptional customer service to a diverse group of internal and external customers
Answer incoming queue calls in a fast paced environment and triage based on type of call
Responsible for dispatching standard break/fix or MAC tickets
Conduct daily follow up calls with subcontractors to ensure daily appointments are met
Complete check in/out or dispatch confirmation calls
Dispatch emergency tickets based on skillset and workload assignments
Use GeoPointe to identify/schedule subcontractors for service and negotiate rates to maximize profitability
Respond to standard customer or tech inquiries via email, Salesforce, or phone
Understand high-level customer specific account requirements and ensure proper cost/billing
Update service tickets using the appropriate fields in Salesforce
Review requests for equipment orders and submit for processing & delivery
Escalate complex issues & customer escalations to Tier 2 and/or Management if needed
Train new & current team members on internal/external processes, workflows, and changes
Participate in 24x7x365 on call rotation after a minimum of 90 days in position or management discretion
Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics policies and support Optus’ team approach to quality to drive Optus forward
Other duties or tasks assigned by management
Qualification
Required
High school degree or equivalent required
Experience with Microsoft Word, Excel and Outlook required
Strong written and verbal communication skills required
A keen attention to detail and great organizational habits are mandatory
Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
Participation in scheduled on call rotation during nights and weekends
This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities
Preferred
College degree preferred
Previous telephony experience a plus
Benefits
401(k)
401(k) matching
AD&D insurance
Dental insurance
Disability insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance
Company
Optus
Optus is a national technology advisory and IT services firm helping enterprise organizations simplify complexity and scale with confidence.
Founded in 1995
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Eva Duckworth
CFO
David Sluder
Chief Operations Officer
Company data provided by crunchbase