Service Delivery Specialist I at ImOn Communications, LLC

Description

ImOn Communications has been the LOCAL choice for high-speed Internet, cable TV, and phone in Eastern Iowa since 2007. Since then, we have expanded our network to provide fiber Internet services to more than a dozen communities in Iowa and beyond! As we grow our network, we are looking for a Service Delivery Specialist to join our team. 

At ImOn, you will be part of a workplace that values relationships with colleagues, customers, and our community. Our culture is focused on fostering a fun and rewarding work environment where you’ll help our team create connections, one person at a time.

The Service Delivery Specialist works as part of a team to deliver services and an outstanding overall new customer experience to business customers.  This position functions as a tactical liaison between sales, engineering, IT, install/service, account management and Business Customer Care.   

Essential duties and responsibilities include but are not limited to:

• Responsibility for and focus on ensuring a superior new customer experience.
• Manage order entry process for all new business customer orders and current business customer upgrades with a focus on accuracy.  
• Ensure services on signed contract are accurately applied to new customer account. 
• Maintains and builds customer relationships to drive customer retention; works with internal teams to ensure operational efficiencies and service levels that meet and exceed customer expectations through strong customer service orientation with excellent follow up. 
• Develop and maintain relationships with outside vendors to ensure smooth transition to ImOn Services. 
• perform equipment provisioning and work with onsite ImOn techs to ensure services are tested and working as ordered. 
• Manage Trouble Ticket queue for all business customers and dispatch on site tech when needed. 
• Handles trouble calls escalated by the NOC team including provisioning issues and/or when a truck roll is required.   
• Maintains accurate and quality customer records and documentation. Prepares reports as required.  
• Maintain telephony records for E911, directory listings, CNAM and LNP. 
• Interacts with customers via phone on a daily basis.   
• Demonstrates excellent verbal and written skills and is a problem solver, persuader, and negotiator. 
• Performs other duties as assigned. 
• Work with Strategic Partners to provision and maintain services including adding/deleting or changing portions of the account. 

Requirements

We are looking for people with (minimum requirements):

• High school diploma or equivalent, 
• At least two years of customer service experience in a high-contact, service-oriented environment.
• Technical troubleshooting experience is required with the ability to resolve service-related issues effectively. 
•  Proficiency in computer applications, including email, record keeping, routine database operations, word processing, and spreadsheet software.
• Exceptional oral and written communication skills, with the ability to convey information and instructions clearly, concisely, and in an organized manner.
• Proven ability to maintain professionalism and composure under pressure.
• Flexibility to accommodate variable work schedules and overtime as business needs require. 
• Strong understanding of the deployment and delivery of cable TV, internet, data, and voice services within a business-class telecommunications environment.
• Working knowledge of business service contracts, including key terms, service levels, and customer obligations.
• Proficient in basic computer applications and systems relevant to service delivery operations (e.g., CRM, provisioning tools, ticketing systems).
• Willingness and ability to work flexible hours, including non-standard business hours, to support timely service delivery and ensure a superior customer experience.
• Capable of working independently and remotely with minimal supervision, while maintaining high standards of productivity, accountability, and communication.

It would be nice if you had (preferred qualifications):

• Service Delivery experience.
• Business-to-Business (B2B) support experience.
• Prior experience in a telecommunications environment. 

At ImOn, we'll hook you up. We offer our employees a full benefit package to include:

• A 401k plan with up to a 4% company match.
• Insurance benefits that include multiple health insurance plans to choose from, Dental insurance, free Vision insurance and Life/Disability insurance.
• A robust wellness program that offers annual health screenings as well as fitness incentives.
• Work/Life balance that includes several different types of paid time off such as paid holidays, vacation time, personal time, volunteer time off as well as parental leave and bereavement leave.