Service Delivery Supervisor - Hybrid (Evansville, IN or Paducah , KY )

Love Your Mondays again!

Service Delivery Supervisor

The Service Delivery Supervisor will lead and communicate feedback to Metronet leadership, peers, and associates as it relates to the successful implementation of business customer's services. Responsibilities include supporting the Service Delivery Team regarding contract collaboration, escalation assistance, individual career development, and achievement of department goals.

ESSENTIAL JOB FUNCTIONS:

* Direct responsibility of associate staffing support, approvals, and performance reviews.

* Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary

* Ensure systems, procedures, and training requirements are in place to support exemplary customer care

* Analyze internal and external processes to identify and create strategies for service installation and support optimization

* Own second level escalations, coordinate resolutions, and establish effective communication between stakeholders for post-escalation review and potential organization improvements

* Develop a deep understanding of service installation milestones and responsible organizations to gain insights of providing world class service installation and care account

* Manage project assignment across all team members to ensure even distribution and avoid single threaded job responsibilities and functions

* Conduct weekly team meetings to openly discuss current challenges to assist identifying improvement opportunities

* Introduce and train customers with internal portals as well as establish required access to portals required for online communication

* Manage customer SLA reporting

* Overall responsibility for service delivery including order acceptance, order installation, billing activation, and post order support

* Fully understand the Terms and Conditions of each executed MSA being supported while effectively and successfully managing the customer lifecycle to mitigating risks

* Continually review and evolve processes used to track, oversee, and organize customer interactions

* Document lessons learned and implement improved best practices

* Interface with the Metronet team to provide and obtain relevant information as required

* Professionally interact with internal and external customers including Sales, Provisioning, Activations, Field Operations, and

* Customers

* Efficiently manage order clarifications allowing order flow through to relevant ordering systems

* Responsible for order acceptance including initial contact with customers for items such as contract order validation and scheduling installation activities

* Act as liaison between customer and required internal departments to ensure constant, effective service installation status as customer requires

* Maintain department Service Level Agreements ensuring a positive customer experience

* Interface with the Metronet team to provide and obtain relevant information as required

* Other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

* Highschool Diploma or GED required

* Proven work experience in a similar role require with knowledge of telecommunications industry is preferred

* Ability to lead, coach and mentor associates as they develop on your team.

* Ability to define problems, collect data, establish facts, and draw valid conclusions

* Proficiency with MS Office Suite, outlook, Word, PowerPoint, and Excel

* Excellent communication skills, both written and verbal

What we offer

An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Join us and find out what it means to love your career!

At Metronet, we are the nation's largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

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