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Service Delivery Facilitator

Company: One Source Communications
Location: Greenville
Posted on: January 13, 2020

Job Description:

Job Summary: A Service Delivery Facilitator is responsible for providing outstanding customer service during the intake and implementation of service order requests. The Facilitator will interact directly with clients to intelligently translate their order requests into language understood by telecom service providers (i.e. CenturyLink, Verizon, AT&T, Spectrum, Comcast, etc.) and clearly relay industry standards, status and scheduling back to the client. Supervisory Responsibilities: There are no supervisory responsibilities associated with this position Duties/Responsibilities: Provide first-level support to customer requests regarding Wireline and Wireless orders directed to the Service Delivery team Create properly formatted internal order requests for client calls & emails in tracking software as the work occurs Ensure constant order request flow by escalating requests that require higher level assistance Coordinate scheduling of carrier visits and technician support phone calls with assigned Specialists Develop a basic understanding of external carrier order systems and processes including proper means of order submission Maintain professional communication and courtesy in every interaction with clients and coworkers-- - Communicate order status and document updates to clients and Service Delivery staff as needed Ask and gather intelligent questions about the client--------s business and accurately document Provide first level after-hours and holiday on-call support on a revolving basis with other staff Respond to all internal, client and carrier requests on assigned orders in a timely manner Navigate and interpret carrier billing invoices, customer service records and previous order records Manage work time responsibly and efficiently.-- -Seek to serve other team members when all individual responsibilities are caught up Demonstrate a commitment to doing what is right, be honest and sincere in all interactions with clients and co-workers Must be able to work a full-time 40-hour work week (Monday -----" Friday, 8am -----" 5pm EST) which may include occasional overtime -- -Required Skills/Abilities: Ability to interpret and logically apply information received Microsoft Office proficiency including Outlook, Excel, Word, and PowerPoint Proven aptitude for learning about technology Excellent verbal and written communication skills for interactions with customers and service providers Education and Experience: The individual will have preferably earned a Bachelor--------s degree, graduation from high school or high school equivalency is required Two or more years of Customer Service experience is strongly preferred, training and/or equivalent combination of education and experience will be considered Experience operating in a fast-paced environment with a calm demeanor, maintaining a learner--------s spirit and a win-win attitude Knowledge of CRM software, database software and/or project management software is helpful but not required Physical Requirements: The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Keywords: One Source Communications, Greenville , Service Delivery Facilitator, IT / Software / Systems , Greenville, North Carolina

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