Service Delivery Coordinator

Founded in 1991, TelCove is a leading provider of business critical telecommunications services that offers enterprise companies and carriers superior Internet, Data, and Voice solutions via its reliable, secure and independently-owned metropolitan and intercity fiber-optic network in 70 markets in the eastern half of the United States. We are always searching for qualified professionals to share in our steady growth. Currently, we are looking for a Service Delivery Coordinator to be based in or near Canonsburg, PA.

 



JOB SUMMARY:
Responsible for manually auditing and transitioning all Enterprise customer account, provisioning and billing information between proprietary operating systems. Handle routine to complex research, data collection, verification, correction, order processing and invoice review. Communicate with customers, involving other departments as necessary, to ensure total customer satisfaction. 

ESSENTIAL FUNCTIONS:
 

PRINCIPAL ACCOUNTABILITIES:
Research, analyze and interpret switch information to obtain a true picture of customer?s current services. Record, track, and maintain conversion order progress and reported issues in Centralized Operations? proprietary database. Review and analyze billing platforms to compare current invoices against services and features existing in the switch. Initiate data corrections via orders or IT tickets. Process service orders in multiple proprietary operating systems. Track order progression and move statuses through provisioning. Interact with customers, their representatives and field personnel in a professional manner to provide service and support using multiple proprietary operating systems. Audit usage to ensure that appropriate rates and discounts are carried forward to the new customer invoice. Conduct bill reviews with customers and process billing adjustments when required. Respond to management directions or customer requests in a consistently positive and supportive manner. Assist and support new staff through training, mentoring, reviewing policies, procedures, and department business rules. Support other Centralized Operations groups when requested by management. Archive and maintain electronic files on shared drive to store documentation for future reference and quality control. Participate in team or individual projects as necessary.

 

HUMAN RELATIONS SKILLS:
 

PROBLEM SOLVING:
 

QUALIFICATIONS:

REQUIRED:
High School diploma or equivalent plus 3 years of relevant or specialized experience is required. Intermediate computer skills are necessary. A two or four year degree in an applicable major with 2 years of relevant experience is also acceptable.Key competencies include: Intermediate knowledge and experience with computers, operating systems, and software applications is required. Particular emphasis on Microsoft applications (Outlook, Word, Excel, and Access) is preferred. Excellent verbal and written communication skills. Organize and manage multiple tasks and projects. Work in a high stress environment to meet deadlines and department goals. Accept responsibility for the outcomes and results of one?s actions. Keen attention to detail. Effective problem solving and troubleshooting. Understands the requirements and takes initiative to complete tasks or assignments with little or no direction. Ability to adapt to change.

 

PREFERRED:
 

PHYSICAL REQUIREMENTS:
Availability to work varying shifts. Mandatory overtime may be required. Must have reliable transportation. Occasional business travel may be required. Occasional bending, reaching, and lifting (up to 35 lbs) may be required.

 

TelCove retains the right to change this job description any time.
"TelCove is an Equal Opportunity Employer"