Service Delivery Coordinator at Optus, Inc | Torre
Service Delivery Coordinator
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Optus, Inc

Service Delivery Coordinator

Optus, Inc
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Full-time

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Jonesboro, AR, USA
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Posted 6 months ago

Requirements and responsibilities

Job DescriptionTHIS 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.Benefits:401(k)401(k) matchingAD&D insuranceDental insuranceDisability insuranceEmployee assistance programFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offProfessional development assistanceReferral programTuition reimbursementVision insuranceEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesResponsibilities:Provide exceptional customer service to a diverse group of internal and external customersAnswer incoming queue calls in a fast paced environment and triage based on type of callResponsible for dispatching standard break/fix or MAC ticketsConduct daily follow up calls with subcontractors to ensure daily appointments are metComplete check in/out or dispatch confirmation callsDispatch emergency tickets based on skillset and workload assignmentsUse GeoPointe to identify/schedule subcontractors for service and negotiate rates to maximize profitabilityRespond to standard customer or tech inquiries via email, Salesforce, or phoneUnderstand high-level customer specific account requirements and ensure proper cost/billingUpdate service tickets using the appropriate fields in SalesforceReview requests for equipment orders and submit for processing & deliveryEscalate complex issues & customer escalations to Tier 2 and/or Management if neededTrain new & current team members on internal/external processes, workflows, and changesParticipate in 24x7x365 on call rotation after a minimum of 90 days in position or management discretionModel appropriate behavior in regard to Optus’s Core Values and Code of Ethics policies and support Optus’ team approach to quality to drive Optus forwardOther duties or tasks assigned by managementRequirements:College degree preferred, High school degree or equivalent requiredExperience with Microsoft Word, Excel and Outlook requiredPrevious telephony experience a plusMust be a team player with a positive attitude and able to demonstrate excellent customer service skillsStrong written and verbal communication skills requiredA keen attention to detail and great organizational habits are mandatoryParticipation in scheduled on call rotation during nights and weekendsThis position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities
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