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Service Delivery Coordinator

About the Organization Greenlight Networks is an ultra-high speed, broadband service provider, offering residential and small business customers Internet speeds up to 8 Gigabits per second. Greenlight Networks was founded in 2011 and builds, owns, and operates a fiber-optic network that provides extremely high-speed internet connections. The company's high-speed internet network is currently available to more than 170,000+ homes in 27 municipalities in the Rochester, Buffalo, Binghamton, Albany, and Hudson Valley areas and rapidly expanding throughout the Northeast . Our mission is to connect our communities by delivering the best internet experience and providing our customers the freedom to work, play, and live without limits!

Category Outside Operations

Full-Time/Part-Time Full-Time

Location Rochester

Description

Job Summary:We are seeking a service delivery coordinator to act as the primary point of contact for field Management and technicians across all markets. This role is responsible for coordinating service and installation appointments, managing route updates, and compiling and distributing Field Operations reporting.

The ideal candidate is an excellent communicator with strong multitasking skills, capable of balancing multiple priorities under tight deadlines. As a key link between field teams, office staff, and customers, this position ensures seamless installation and repair services for our growing customer base.

Responsibilities include scheduling, resource allocation, real-time communication and problem-solving, as well as tracking performance and analyzing data to optimize processes, enhance operational efficiency, and support overall business goals.

Essential Functions:

+ Review new customer orders for accuracy; proactively identifying any errors and taking corrective action.

+ Ensure all installation, service call and drop tasks are assigned daily and completed.

+ Reviewing upcoming installations appointments to alert field of special installs and ONT provisioning.

+ Review previous day’s installation to ensure all aspects of the order were completed properly.

+ Assist with same day appointment rescheduling/cancellation and apply any necessary fees.

+ Communicate with outside fiber technicians and contractors on route changes and tasks are dispatched.

+ Communicate route delays/updates and escalation requests to Field Operations team.

+ Contact customers regarding install and drop appointments when requested by the Field Operations team.

+ Responsible for communicating with contractors and providing them with consistent workflow to reach company goals.

+ Responsible for completing and following up on construction and field engineering requests.

+ Work with the Service Delivery team on special requests and delays on customer appointments.

+ Provide daily, weekly and monthly Field Operations reporting as needed.

+ Continually audit work to ensure proper flow of orders and holding queues are updated.

+ Identify and resolve customer problems, escalating issues as needed.

+ Assist in reviewing and addressing outstanding installations appointments and applying CDA fees when applicable.

Knowledge, Skills and Abilities Required:

+ Excellent verbal and written communication skills to interact with customers and colleagues.

+ Ability to multitask and manage / prioritize workload that supports our efforts to reach company goals.

+ Ability to articulate and demonstrate knowledge of internal operational processes.

+ Working knowledge of MS office products with the ability to create, edit documents and spreadsheet.

+ Ability to understand fiber drops and relay information from Vetro.

+ Accurate and efficient data entry.

+ Excellent attendance and punctuality record.

+ Perform other duties as needed.

Other Requirements:

+ Associate’s degree preferred or equivalent experience.

+ Familiarity with the telecommunications industry.

+ 2+ years’ experience as dispatcher or customer service.

Compensation:

Our job titles may span more than one career level. The hourly salary for this position is $20.00/hr - $28.00/hr. The actual salary offered may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on benefits offered, which include health, welfare, and retirement, are available atwww.greenlightnetworks.com/careers/

EOE Statement Greenlight Networks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Greenlight Networks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Greenlight Networks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Greenlight Networks will not tolerate discrimination or harassment based on any of these characteristics. Greenlight Networks encourages applicants of all ages.

This position is currently accepting applications.