Summary:

The Service Delivery Coordinator is the primary liaison between the company’s internal teams and an end customer for a particular service installation. The position involves heavy levels of internal and customer communication. The primary objectives of this role are to ensure Race provides excellent customer service by working with internal and external stakeholders to ensure timely delivery of our services in accordance with customer and company expectations with more focus on the call center side of the Department. This role works closely with our Sales and OSP teams to ensure Service Delivery expectations are met. The Service Delivery Coordinator role requires a high degree of comfort with constant organizational change, and the re-imaging of existing processes on a regular basis

Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• Associates degree (A.A.) or equivalent combination of education and experience is preferred
• One to three years of Telecom experience with an emphasis on operations and customer service is preferred
• Ability to interpret and communicate customer issues, assembling subject matter experts, and leveraging existing tools and processes to resolve issues with limited guidance
• Geographical knowledge of service areas and ability to read maps
• Comfortable working in a changing business environment with the consistent introduction of new products and processes
• Available to work days, nights, weekends, and holidays
• Proficient use of MS office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software
• Professional appearance and demeanor
• Must be able to speak, read, write, and understand English as the primary language used in the workplace
• Spanish bilingual skills are desirable

Skills:

• Exceptional customer-facing skills with a passion for delivering end-to-end customer driven solutions
• Strong operational ability in a diverse, large-scale environment
• Strong time management skills, with the ability to manage priorities and workflow
• Commitment to accuracy and high standards for quality of work
• Ability to work with all levels of team members and management
• Strong interpersonal skills, including the ability to collaborate with other team members and support professional development
• Excellent resource planning and problem-solving skills
• Beginner to intermediate Excel skills
• Ability to deal effectively with a diversity of individuals at all organizational levels
• Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
• Excellent verbal and written communication skills
• Ability to work on complex projects with general direction and minimal guidance
• Good judgement with the ability to make timely and sound decisions
• Self-motivated; able to work both independently to complete tasks and respond to department requests, as well as collaborating with others to utilize resources and knowledge of others in identifying quality solutions
• Readiness to demonstrate a proactive, can-do attitude

Essential Duties and Responsibilities:

• Advocates for the customer
• Acts as the primary liaison between the company’s internal teams and an end customer for a particular service installation on an “Individual Case Basis” (ICB)
• Reviews requests for new ICB service proposals and determines whether to move forward in accordance with defined business rules
• Identifies customer issues and needs by maintaining an excellent relationship with end customers and internal stakeholders
• Takes ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Fields incoming calls, chats, and emails related to Service Delivery
• Is responsible for keeping Service Delivery Tickets and Orders updated
• Performs daily and weekly reporting of order statuses and issues to their manager
• Works with map polygons to identify HOAs
• Provides support for Service Delivery Specialists

Other duties as necessary may include but are not limited to:

• Successfully complete assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal setting
• Be available to participate in internal or external meetings, special functions, and professional development opportunities
• Cross-train and share knowledge with other team members
• Support routine tasks
• Performs other related duties as assigned by management

• 100% premium paid for medical, dental, vision, and life for all our employees!
• An excellent 401 (k) with 100% Employer-matched up to 4%
• Working to bridge the digital divide between rural and urban areas, providing much-needed services to those who don't have access to reliable internet
• Working for a company that appreciates its employees; every member of the Race team is a part of a collaborative family

Updated 3/2023