Service Delivery Coordinator
Hargray Communications Group, Inc.

General Description of Position:

Takes all necessary steps to track work orders, trouble tickets and technicians in the field utilizing a customized database in order to meet company and customer goals.  To ensure that customer, supervisor, and technician questions are answered in a timely and professional manner.

Duties and Responsibilities:

• Inputs and maintains an accurate computerized customer work order and trouble ticket database.
• Closes out 100% work orders daily.
• Prioritizes a balance between service orders and trouble tickets.
• Follows all dispatch procedures and reports any shortfalls and any recommendations for improvement to the Plant Center Supervisor.
• Handles customer questions, complaints and inquiries in an expeditious and professional manner and documents appropriately.
• Contacts customer to schedule and coordinate installs.
• Notifies technicians of any cancellations prior to the scheduled arrival time.
• Answers phone calls promptly and professionally.
• Works with technicians in turning up service to include provisioning EMS entries, DMS entries, and working knowledge of auto provisioning
• Understands the entire service order flow of all products and has the ability to read and understand all switch log commands.
• Demonstrates a clear and consistent understanding of our computerized work unit system.
• Performs general offices duties and other assigned projects.
• Processes, updates, and reviews electronic switch database information for simple subscriber access loops on telephone.