Service Delivery Specialist II

ImOn Communications

ImOn Communications is the LOCAL choice for cable TV, high-speed Internet and phone service. We value the relationships we have with colleagues, customers, and members of our community and look forward to serving Eastern Iowa for many years to come. As we expand our service availability we are looking for a Service Delivery Specialist II to be a part of the ImOn Difference! Our employees share a passion for building a culture of “Creating Connections One Person at a Time” and fostering a fun and rewarding work environment.

 

The Service Delivery Specialist II works as part of a team to deliver services and an outstanding overall new customer experience to business customers. This position functions as a tactical liaison between sales, engineering, IT, install/service and account management.  

 

Essential duties and responsibilities include but are not limited to:

  • Responsibility for and focus on ensuring a superior new customer experience.
  • Manage order entry process for all new business customer orders and current business customer upgrades with a focus on accuracy. 
  • Ensure services on signed contract are accurately applied to new customer account.
  • Maintains and builds customer relationships to drive customer retention; works with internal teams to ensure operational efficiencies and service levels that meet and exceed customer expectations through strong customer service orientation with excellent follow up.
  • Develop and maintain relationships with outside vendors to ensure smooth transition to ImOn Services.
  • Perform equipment provisioning and work with on site ImOn techs to ensure services are tested and working as ordered.
  • Manage Trouble Ticket queue for all business customers and dispatch on site tech when needed.
  • Handles trouble calls escalated by the Network Operations Center (NOC) team including provisioning issues and/or when a service technician dispatch is required.
  • Maintains accurate and quality customer records and documentation. Prepares reports as required. 
  • Maintain telephony records for E911, directory listings, CNAM and LNP.
  • Interacts with customers via phone on a daily basis. Attends pre-install customer site visits as required. 
  • Demonstrates excellent verbal and written skills and is a problem solver, persuader, and negotiator.
  • Work with Strategic Partners to provision and maintain services including adding/deleting or changing portions of the account.

 

Requirements

We are looking for people with:

  • College degree or equivalent plus 3+ years of proven sales experience in a B2B environment. 
  • Extensive knowledge of how cable TV, Internet, data, and voice services are deployed in a business environment.
  • Must understand basics of business service contracts.
  • Strong interpersonal and communication skills.
  • Basic computer knowledge.
  • Flexibility to work within non-standard business hours to ensure outstanding customer experience.
  • A warm and professional presentation style.
  • Must be well organized and detailed oriented with consistent exercise of independent judgment and discretion in matters of significance. 

 

In addition to competitive pay, ImOn also offers health & dental insurance, 401(k), discounted Cable, Internet & Phone services, and additional perks such as FREE vision and life insurance as well as FREE short term/long term disability, vacation & holiday pay, and community volunteer opportunities. 

 

Come be a part of the ImOn Difference today!

Job ID: 82740

Posted 24 days ago

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