Service Delivery Specialist

Mainstream Fiber Networks
Any Location, IN
Category Customer Service
Job Description
This role is responsible for managing the end-to-end customer experience across service delivery, trouble repair, and claims, ensuring a seamless and consistent process from onboarding through activation and ongoing support.

Requirements

  • Process customer agreements, create accounts, and manage service orders from sale through activation
  • Oversee service delivery progress and schedule appointments for new installations and repairs
  • Oversee the end-to-end customer property damage claims process from intake through resolution
  • Serve as the primary point of contact for customers
  • Coordinate with internal teams, contractors, and vendors to support installations, repairs, and claim investigations
  • Proactively identify and mitigate potential risks that could impact service delivery or customer satisfaction
  • Review and validate documentation
  • Conduct audits and quality checks on accounts, service orders, and completed installations
  • Monitor KPIs (e.g., claim timelines, installation turnaround, account aging, customer satisfaction)
  • Escalate complex or sensitive issues to leadership as appropriate
  • Collaborate cross-functionally, including supporting customer feedback and review responses
  • Ensure adherence to company policies, privacy standards, and data accuracy requirements
  • Support continuous improvement initiatives and perform additional duties as needed
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