Telecommunications Service Delivery Manager

Service Delivery Specialist.
Work hours Monday through Friday from 8 AM to 5 PM.

Short Description: The main role of this position is screening, managing, and overseeing customer service orders from order acceptance to billing, aligned to the established standard process timeframes and workflows. The candidate hired for this position will be key and entrusted to ensure customer satisfaction is held to the highest standards measured by our cooperate values.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.
Role
The main role of this position is screening, managing, and overseeing customer service orders from order acceptance to billing, aligned to the established standard process timeframes and workflows. The candidate hired for this position will be key and entrusted to ensure customer satisfaction is held to the highest standards measured by our cooperate values.
Responsibilities
Oversee customers’ service orders for the implementation of Fiber Solutions (Dedicated Internet, EVPL, Dark Fiber, Data Center/Collocation etc.).
Manage timelines, budgets, and quality of service by coordinating the assignments of functional teams (Construction, Permitting, Field Operations, and Network Engineering) to ensure proper planning and implementation of solutions.
Manage stakeholder’s expectation through the lifecycle of the projects..
Increase Net Promoter Score by creating strong relationships with customers and managing escalations.
Maintain and update internal systems and tools to ensure project forecast accuracy, data integrity, and record compliance documents.
Responsible for projects with CAPEX primarily at or under $125K.
Timely submission of BRs (Budget Revisions) in accordance with internal finance guidelines.
Evaluate critical path milestones for projects to calculate, identify and manage aspects of the deployment, mitigate risk, and maintain system accuracy.
Education/Certifications
Associate’s Degree or equivalent work experience
Experience/Minimum Requirements
One (1) to three (3) years in a customer-facing position
Foundational knowledge of Telecommunication services
Expectations
Strong attention to detail
Ability to multi-task and prioritize tasks appropriately
Excellent customer service and communication skills, both verbal and written
Project/Time Management skills
Accounting/Finance skills
Resourceful, creative, and results oriented thinker
Microsoft Office (Excel, Word, Access, PowerPoint, etc.)
Organizational Relationship
Reports to: Manager, Project Delivery
Title(s) of direct reports (if applicable: N/A
Working Conditions: This role falls into our hybrid work model working in the office Tuesdays, Wednesdays, and Thursdays. On Mondays and Fridays, teammates on the hybrid schedule will have the option to work from the office or home. There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.

Job Types: Full-time, Temporary

Pay: $30.00 - $39.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Morning shift

Work Days:

• Monday to Friday

Experience:

• screening, managing, and overseeing customer service orders: 3 years (Preferred)
• order acceptance to billing: 3 years (Preferred)
• Microsoft Office (Excel, Word, Access, PowerPoint): 3 years (Preferred)
• Telecommunication services: 3 years (Preferred)
• Fiber Solutions (Internet, EVPL, Dark Fiber, Data Center): 3 years (Preferred)
• customer service and communication skills: 3 years (Preferred)
• proper planning and implementation of solutions: 3 years (Preferred)
• Manage timelines, budgets, and quality of service: 3 years (Preferred)

Ability to Commute:

• Miami, FL 33122 (Required)

Work Location: Hybrid remote in Miami, FL 33122

Salary : $30 - $39