Service Delivery Coordinator

Optus; Jonesboro (AR); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a motivated Service Delivery Coordinator to join their team in Jonesboro, AR. This entry-level position involves delivering exceptional customer service, managing service tickets, and collaborating with team members to ensure customer satisfaction. The ideal candidate will thrive in a fast-paced environment, possess strong communication skills, and be proficient in Microsoft Office and Salesforce. With a focus on teamwork and continuous improvement, this role offers the opportunity to develop technical knowledge and contribute to a supportive work culture. Join a company that values its employees and provides a comprehensive benefits package.

Benefits

401(k) with matching

Dental insurance

Health insurance

Life insurance

Paid time off

Tuition reimbursement

Professional development assistance

Vision insurance

Disability insurance

Employee assistance program

Qualifications

• High school diploma or equivalent required, college degree preferred.
• Proficiency in Microsoft Office and Salesforce is essential.

Responsibilities

• Provide exceptional customer service to diverse customers.
• Answer calls, triage based on type, and dispatch tickets.
• Update service tickets accurately in Salesforce.

Skills

Customer Service

Communication Skills

Organizational Skills

Teamwork

Multi-tasking

Education

High School Diploma

College Degree

Tools

Salesforce

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

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Note: THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.

Scope

Highly motivated individual capable of working in a fast-paced environment, smoothly transitioning between tasks. Strong teamwork skills and the ability to collaborate closely with team members and the company to provide comprehensive solutions to meet customer needs. Must demonstrate high levels of customer service and phone etiquette, accurately transcribe information into customer-facing notes, and ensure billing accuracy for accounting purposes. The coordinator will develop technical knowledge through scheduled training and tenure in the role. Communication will be via email, phone, instant messaging, Salesforce case updates, and face-to-face interactions.

Benefits

• 401(k) with matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Responsibilities

• Provide exceptional customer service to diverse internal and external customers.
• Answer incoming calls promptly and triage based on call type.
• Dispatch standard break/fix or MAC tickets.
• Conduct daily follow-up calls with subcontractors to ensure appointments are met.
• Complete check-in/out or dispatch confirmation calls.
• Dispatch emergency tickets based on skillset and workload.
• Use GeoPointe to identify/schedule subcontractors and negotiate rates to maximize profitability.
• Respond to customer or tech inquiries via email, Salesforce, or phone.
• Understand high-level customer account requirements and ensure correct billing.
• Update service tickets accurately in Salesforce.
• Review equipment order requests and process for delivery.
• Escalate complex issues to Tier 2 or management as needed.
• Train new and current team members on processes and workflows.
• Participate in 24x7x365 on-call rotation after 90 days or at management's discretion.
• Uphold Optus’ Core Values and Code of Ethics, supporting a team approach to quality.
• Perform other duties as assigned by management.

Requirements

• College degree preferred; high school diploma or equivalent required.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Telephony experience is a plus.
• Must be a team player with a positive attitude and excellent customer service skills.
• Strong written and verbal communication skills.
• Attention to detail and good organizational habits are essential.
• Participation in scheduled on-call rotations during nights and weekends.
• Ability to multi-task, meet deadlines, and adapt to changing priorities.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other

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