Service Delivery Coordinator

Job Summary
The Service Delivery Coordinator (SDC) is responsible for responding to incoming customer inquiries, complaints, billing and toll questions related to the regulated and unregulated charges billed by company to customers satisfaction. The Service Delivery Coordinator is a Regular Full-Time employee who is scheduled to work at least forty (40) hours per calendar week for an indefinite period of time. Mandatory overtime can occur, sometimes with short notice, and is based on volume and the needs of the business. The position is center based and the center hours are 8:00 AM to 7:00 PM CST Monday through Friday (center hours subject to change). The center is a team environment where the ability to work with others is a necessity.
Job Description
We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. As a representative, you will be required to:
• Manage large amounts of inbound calls in a timely manner
• Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Strive to maintain a professional attendance record

• Strong customer service skills and experience with direct customer contact
• Experience with/knowledge of general billing inquiry and dispute resolution, account resolution and adjustments
• Strong communication (oral and written) and problem solving skills
• Ability to communicate and follow up with the negotiators and other departments
• Ability to multi-task in a fast paced environment
• Ability to use and navigate Microsoft Excel, Word and Outlook
• Successful completion of all interviews required for this position
• It is a requirement that all selected candidates complete an onsite job tour prior to being formally offered this position
• Billing experience
• Knowledge of telecom products and services including traditional Voice, High Speed Internet, Ethernet, IP Voice, Managed Hosting, Private Line, Networking, Contracts, Cloud and other products and services
• Self starter

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