Service Delivery Coordinator

Join to apply for the Service Delivery Coordinator role at Optus
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THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.

Scope:
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.

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.

• 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
• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

• 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

• 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

Entry level

Full-time

Sales, General Business, and Education

Wireless Services, Telecommunications, and Communications Equipment Manufacturing