Service Delivery Coordinator

Optus, Inc

Jonesboro, AR

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Accounting Policies, Accounts Receivable, Apple Macs, Billing, Business Skills, Communication Skills, Customer Escalations, Customer Relations, Customer Support/Service, Detail Oriented, Email Technology, Employee Assistance Plan, Instant Messaging, Lift/Move 25 Pounds, Microsoft Excel, Microsoft Outlook, Microsoft Word, Multitasking, Negotiation Skills, On Call, Organizational Skills, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Profit & Loss, Salesforce.com, Service Delivery, Team Player, Technical Support, Telephone Skills, Telephony, Time Management, Writing Skills

LOCATION

Jonesboro, AR

POSTED

1 day ago

THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.

The Service Delivery Coordinator is a highly motivated individual that can work in a fast paced environment and transition from task to task smoothly. Strong teamwork and ability to work closely with other members of the team and company to provide a full solution to meet customer needs. Expected to have a high level of customer service and phone etiquette, along with the ability to transcribe information into customer facing notes and ensure accuracy on cost/billing for Accounting to process. The Service Delivery Coordinator will be expected to develop a base level of technical knowledge through scheduled training opportunities and also with tenure in the position. Will communicate using multiple sources such as – email, phone, Instant Messaging, Salesforce case updates, and face-face.

RESPONSIBILITES:

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

REQUIREMENTS:

College degree preferred, High school degree or equivalent required
Experience with Microsoft Word, Excel and Outlook required
Previous telephony experience a plus
Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
Strong written and verbal communication skills required
A keen attention to detail and great organizational habits are mandatory
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

WHO WE ARE:
At Optus, we're the go-to experts for enterprise organizations looking to stay ahead in the tech world. For over 30 years, we've been helping companies make the most of their business technology, whether they're working in the office or from home. Our goal? To be the most trustworthy, most reliable, and most innovative IT services firm for companies across North America.
We're all about finding the right technology solutions and services for our clients. Our team works closely with each company to understand what they need and create a plan that fits their goals. We're not tied to any one brand or partner, so we can always recommend the best tools for the job. Whether you're passionate about helping people, love working with technology, or have a knack for problem-solving, there's a place for you at Optus. We're looking for people who want to grow their skills, help businesses succeed, and help us create customers for life.

WHAT WE OFFER:
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

PHYSICAL DEMANDS / WORKING CONDITIONS:
Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs., periodically, throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.

“Equal Opportunity M/F/Disability/Vet Employer”

About the Company

Optus, Inc

At Optus, our mission is to solve complex communications challenges facing the largest organizations with simplified, flexible solutions; to offer quality services and products that deliver consistent business results to our customers while standing on the foundation of trust and integrity to build our team and our processes.

COMPANY SIZE

50 to 99 employees

INDUSTRY

Telecommunications Services

FOUNDED

1991

WEBSITE

https://optusinc.com/

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