Service Delivery Specialist I

Job Title: Service Delivery Specialist I

Location: Cleveland, OH

Position Summary:

The Service Delivery Specialist will oversee installation activity for their assigned open customer service orders and coordinate internal resources to provide seamless delivery that meets customer projected timelines. The role serves as the SPOC (single point of contact) to the customer and other internal teams working to complete customer telecommunication service(s). Projects assigned will vary in size, product and complexity.

Primary Responsibilities:

Order Processing and Service Delivery (Implementation and Installation)

• Serve as the customers' Single Point of Contact (SPOC) for all matters related to service implementation including service delivery project timeline.

• Review, process, and implement service for all orders assigned.

• Work closely with Sales teams to understand and communicate customer requirements.

• Represent your customers' interests regarding order progress during internal meetings.

• Drive internal milestones to meet project dates.

• Manage orders within the internal CRM system and customer specific trackers if required.

• Manage Service orders with external vendor partner if needed.

• Participate in status meetings with customer and keep order trackers if required.

• Schedule and manage availability of internal personnel to complete install

• Schedule and lead meetings as needed to facilitate Kick off Meetings/Calls, Site Surveys, Design and Provisioning Calls, and Installation activities

• Schedule meetings with the customers and provide updates or reports to them as needed.

• Serve as an escalation point for implementation issues related to your orders and work closely with Sales, Engineering, Outside Plant, and Network.

Documentation Management

• Facilitate the timely procurement of all documentation related to the processing of all internal and external orders - escalating quickly and often to ensure prompt processing - Rights of Entry, Purchase Orders, Insurance and other related agreements

• Ensure all newly collected location and contact information (Suite Numbers, DMARC Information, etc.) are accurately reflected in the CRM System to ensure the availability and integrity of the information for future use.

• Processing and administration of Service Order documentation including Customer and Vendor Orders and Contracts document

Requirements:

• 2+ years of customer facing Service Delivery or project coordination experience

• 1+ years of telecommunications experience with a provider (preferably a CLEC, IXC, or ISP)

• Proven computer skills with command of MS Office 365 (Excel, PP, Word, Sharepoint, OneNote)

• Strong customer service skills

• Ability to develop relationships internally and externally

• Strong oral and written communication skills - comfortable communicating with internal and external customers.

• Ability to work in a time-sensitive and high-volume environment

• Ability to recognize project roadblocks and problem solve to remove them

• Ability to work independently and manage multiple projects and service orders

• Detail Oriented; very strong follow-up and multitasking skills, and the ability to prioritize and organize assignments to meet defined SLAs and customer expectations

Preferred Qualifications:

• Previous experience using Salesforce.com

• Previous experience processing orders or managing telecommunications projects

Benefits:

Everstream offers competitive compensation as well as a generous employee benefits package, including medical, dental, vision, disability and life insurance policies. Employees are also provided with an ample PTO package, company paid parking and numerous supplemental insurance options. After 90 days of employment, full time employees are eligible to participate in our 401(k) retirement plan with generous employer match contribution.

Everstream is proud to be an Equal Opportunity and Affirmative Action Employer. Everstream does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, creed, disability, age, pregnancy (including childbirth, lactation and related medical conditions), military and veteran status, citizenship status, marital status, gender expression, genetic information (including characteristics and testing), or any other characteristic protected by applicable law. All employment is decided on the basis of qualifications, merit, and business need. Everstream believes that diversity and inclusion among our team members is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We participate in a pre-employment background check and drug screening process for all positions. We also participate in E-Verify, a web-based system where Everstream inputs Form I-9 information; this information is verified against records available with the U.S. Department of Homeland Security and Social Security Administration to confirm employment eligibility. Those who seek accommodation due to disability can email us at hr@everstream.net.