Service Delivery Coordinator
Hargray Communications Group, Inc.
Job Info
General Description of Position:
Takes all necessary steps to track work orders, trouble tickets and technicians in the field utilizing a customized database in order to meet company and customer goals. To ensure that customer, supervisor, and technician questions are answered in a timely and professional manner.
Duties and Responsibilities:
- Inputs and maintains an accurate computerized customer work order and trouble ticket database.
- Closes out 100% work orders daily.
- Prioritizes a balance between service orders and trouble tickets.
- Follows all dispatch procedures and reports any shortfalls and any recommendations for improvement to the Plant Center Supervisor.
- Handles customer questions, complaints and inquiries in an expeditious and professional manner and documents appropriately.
- Contacts customer to schedule and coordinate installs.
- Notifies technicians of any cancellations prior to the scheduled arrival time.
- Answers phone calls promptly and professionally.
- Works with technicians in turning up service to include provisioning EMS entries, DMS entries, and working knowledge of auto provisioning
- Understands the entire service order flow of all products and has the ability to read and understand all switch log commands.
- Demonstrates a clear and consistent understanding of our computerized work unit system.
- Performs general offices duties and other assigned projects.
- Processes, updates, and reviews electronic switch database information for simple subscriber access loops on telephone.
Minimum Qualifications:
- High school graduate.
- Minimum of 3 years’ related experience (preferably in telecommunications and wireless industry).
- Basic computer and office skills, including calculators, fax, etc.
- Able to handle multiple tasks.
- Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both orally and in writing.
- Must have excellent customer service skills.
- Able to work Monday through Saturday extended hours.
EOE/ Disability
This job has expired.
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