Service Delivery Coordinator | Grand Rapids, MI (Hybrid)

What we do:

At US Signal we pride ourselves on providing innovative solutions and exceptional customer experiences to help businesses and individuals succeed. Our dynamic and passionate team works in a collaborative and supportive environment to drive success for our clients and employees alike. We value long-term relationships and strive to create a challenging and rewarding workplace where employees can grow personally and professionally.

We are currently seeking a dedicated and motivated Service Delivery Coordinator to join our team and help us achieve our mission of becoming an industry leader. This position is a hybrid opportunity working from our Headquarters in downtown Grand Rapids, MI.

What you'll do:

The Service Delivery Coordinator provides assistance with install and change/renew/move orders for US Signal customers. This position is responsible for various tasks throughout the order process, including data entry, address validations, pricing validation, billing, disconnects and reports. The Service Delivery Coordinator is also assigned projects as determined by Management.

Functions/Responsibilities:

• Responsible for validating data on customer Network, Data Protection & Cloud orders
• Enter orders into database(s)
• Utilize various tools provided by LEC’s and partners to perform address validations, ordering, etc.
• Upload documents into system
• Troubleshoot issues and escalate as necessary to remain within stated customer SLAs
• Produce specific (monthly, quarterly & yearly) detailed reports as necessary
• Create accurate billing
• Assist with Revenue assurance efforts
• Customer Billing Questions
• Process disconnect requests submitted by sales
• Renew only orders, LOA/CFA orders
• Other projects assigned by management (A&A/Name Changes, CLLI Updates, Service Inquiry (SI) requests, ETP requests

Competencies:

• Attention to detail and accuracy
• Detailed knowledge of internal order processes for all US Signal products and services
• Familiarity with the tools provided for all LECs and partners that US Signal interacts with
• Strong project management skills
• Excellent problem solving and troubleshooting skills
• Analytical ability in regard to researching orders, finding solutions and prioritizing work
• Solid organizational and time management abilities
• Openness to creativity, innovation and change
• Strong communication skills
• Desire to learn new skills, be challenged and have growth potential
• Excellent Customer Service skills and desire to provide quality service
• Ability and desire to work in a fast-paced environment
• Demonstrate use of good judgement and decision-making skills
• Responsible for helping to achieve team goals and objectives (as defined by Management)

Experience:

• Windows and Microsoft Office experience is required.
• Experience in provisioning in regard to telecom services is a plus.

What We Offer:
In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:

• Hybrid work environment for greater work-life balance
• Generous paid time off policy, including vacation, sick time, and 10 paid holidays
• Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
• 401(k) retirement plan with a generous contribution
• Group Term Life Insurance covered 100% by employer
• Wellness program to promote overall employee well-being
• Health club reimbursement
• Paid volunteer time
• Business casual dress code

Working Conditions and Physical Demands:

This position operates in a variety of environments. The majority of the time is spent in a professional office environment and this role routinely uses standard office equipment.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

Equal Opportunity Employer
Job Benefits:

What We Offer:
In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:

• Hybrid work environment for greater work-life balance
• Generous paid time off policy, including vacation, sick time, and 10 paid holidays
• Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
• 401(k) retirement plan with a generous contribution
• Group Term Life Insurance covered 100% by employer
• Wellness program to promote overall employee well-being
• Health club reimbursement
• Paid volunteer time
• Business casual dress code