• Service Delivery Specialist

    Greenlight Networks (Rochester, NY)


    Service Delivery Specialist

     

    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 Customer Experience

     

    Full-Time/Part-Time Full-Time

     

    Location Rochester

    Description

    Job Summary:

    This critical position is responsible for the systems and workflows thatensure seamless installation and repair services for our growing Customer base,working collaboratively between several departments and directly with our Prospects and Customers.

    Essential Functions:

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

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

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

    + Identify and resolve customer problems, escalating issues as needed

    + Responsible for reviewing and addressing outstanding installations appointments and applying CDA fees when applicable

    + Record shipment information from 3rd party fulfillment suppliers

    + Ensure that required equipment is returned on disconnected accounts

    + Review 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 for billing

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

    + Continuously evaluating and improving service delivery processes to enhance efficiency, quality and customer satisfaction

    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.

    + Skilled at de-escalating difficult customer calls to resolution and the ability to give specific examples of successes in demonstrating customer experience excellence.

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

    Other Requirements

    + Associate’s degree preferred or equivalent experience

    + Familiarity with the telecommunications industry

    + Maintain a customer-centric approach and ensure customer satisfaction throughout the service delivery lifecycle.

    Compensation:

    Our job titles may span more than one career level. The hourly rate for this role is : $21/Hour - $28/hour. 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 offered benefits, 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.