Service Delivery Specialist I

Alaska Communications Systems Holdings, Inc.; Anchorage (AK); On-site; USD 29,000 - 45,000; Full time

Job summary

Alaska Communications Systems Holdings, Inc. is seeking a Service Delivery Specialist to ensure efficient post-sale work and support for sales, engineering, and field services.

You will interact with customers to determine needs, prepare orders, and manage service provisioning and trouble resolution. Responsibilities include processing orders, updating billing systems, performing record research, and providing helpdesk assistance.

Qualifications

• High school diploma required.
• Two years of customer service experience including order preparation/processing.
• Data entry speed/tests required (5500 keystrokes per hour or 33 WPM).

Responsibilities

• Prepare orders for field/CO presentation and processing.
• Clear and close troubles and orders through billing and applications.
• Provision service orders to switch customers between carriers and ports.
• Perform record maintenance and research for 911 addresses and related records.
• Create reports and conduct audits; provide helpdesk support to internal customers.

Skills

Customer service

Data entry

Order processing

Education

High school diploma

Job description

At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?We are unable to support remote international applicants or routinely sponsor work visas.The compensation range for this job is:$20.86 - $32.32Primary DutyService Delivery Specialists (SDS’s) primary duties are to focus on the efficient and accurate completion of work required to ensure customer service once the sale has been made. Provide support to sales staff, engineering, and field services as required. Interact with ACS customers to determine and recommend devices and services that meet the customer needs.Examples of Job DutiesSDSI (SOR/Dispatch)Prepare Orders for Field/CO Presentation.Clear and close troubles and orders through all associated applications including billing.Email inquiries for order or trouble scope and follow through to completion.Provision service orders to switch customers between exchange carriers for Local & Wireless Number Portability.Process service orders using computer-based billing and facility record systems.Perform record maintenance and research duties associated with “911” records and address research functions.Service Delay Order creation for service relief through multiple departments.Examine workflow systems for order completeness and accuracy weekly and monthly reporting.Perform record research provides guidance and support to internal and externalcustomers.Provide helpdesk assistance to internal customers.Create reports and complete audits as required.Provide training and mentoring of new individuals to the team.Other duties as assigned.Minimum Education and Experience RequiredMust have a high school diploma.A minimum of two years of customer service experience to include order preparation and processing.Analytical skills shown in processing information and enter data into a computer-based records system with at least one year experience using computers and computer software applications.Certifications and Licenses RequiredSome levels may require you to possess and maintain an Alaska Driver's License.Additional Job RequirementsExternal applicants must successfully pass a pre-employment suitability assessment and drug test.Must successfully complete a pre-employment Data Entry test with 5500 keystrokes per hour with 10% or less error rate or type 33 words per minute.We hope you’ll join us as we change lives through technology.