Service Delivery Coordinator
Remote
Full Time
Service Delivery
Mid Level
Service Deliver Coordinator - Remote
Department: Service Delivery
Reports to: Service Delivery Supervisor
POSITION SUMMARY
The Service Delivery Coordinator is responsible for managing the end-to-end coordination of customer orders, from onboarding through installation. This role involves frequent interaction with customers, internal teams, and contractors to ensure timely and accurate service delivery. The ideal candidate will be detail-oriented, organized, and capable of working independently in a remote environment while maintaining high standards of quality and customer satisfaction.
RESPONSIBILITIES
- Responsible for onboarding customer orders through scheduling, installation, and completion.
- Responsible for both inbound and outbound consistent customer interactions using phone, SMS, and email related to scheduling installs.
- Coordinates the creation of work schedules and maintains active work planning through use of company systems and related work tracking methods.
- Navigate through multiple systems to track and monitor orders.
- Interface with various levels of internal departments, Contractors and other functional groups to ensure orders flow appropriately.
- Project coordination with different levels of management.
- Regular, consistent, and punctual attendance. Must be able to work variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned by Management.
CORE COMPETENCIES
There are several competencies required to be successful in this position. The following are some of the most important and definitions of each are included at the end of this job posting: Customer Service Excellence, Quality of work, and Results-Orientation.
REQUIRED QUALIFICATIONS
- 2 years Customer service or equivalent experience in related field.
- 2 years in Telecommunications
- Strong Communication and Organizational Skills
- Ability to multitask a high level
- Ability to stay focused, be self-motivated and driven
- Ability to work independently without constant supervision
- The primary responsibility is to complete assigned tasks and projects effectively and within deadlines, maintaining the same quality standards as if they were working in an office.
- Remote workers must ensure they meet or exceed productivity expectations while balancing the potential challenges of working from home, such as personal distractions or technical issues.
- Full-time, remote position with required hours: 7am-4pm (MST) equivalent to 6am-2pm (Pacific) or 8am – 5pm (CDT) Required to work Tuesday- Saturday
- Responsible for coordinating customer orders from onboarding through installation
- Engage in consistent inbound and outbound communication via phone, SMS, and email
- Coordinate scheduling and installation activities with internal teams and external contractors
- Utilize multiple systems to track, update, and manage order workflows and service status
- Collaborate cross-functionally to ensure orders progress smoothly and meet customer expectations
- Ensure all assigned tasks and projects are completed accurately, on time, and in line with company standards
- Work independently with minimal supervision in a fully remote environment
- Adhere to productivity, quality, and attendance standards
- Must be able to sit for extended periods while using a computer and telephone
- Prolonged periods of viewing a computer screen and working in a virtual environment
- Must have a quiet, dedicated home workspace free from distractions and suitable for confidential customer interactions
- Ability to operate standard office equipment, including a computer, headset, and phone system
- Reliable high-speed internet connection and power source required to perform job duties remotely
COMPENSATION & BENEFITS
- Base pay is paid at an hourly rate. The hourly range for this position is $21.00 to $26.00 depending on experience.
- Paid Life Insurance, medical plans, PTO, holidays.
- Dental and vision options.
- 401(k) with match.
ABOUT VERO
Vero Broadband was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well.
NOTICES
Vero participates in E-Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. For more information about E-Verify, please visit: www.e-verify.gov
This position requires the ability to pass a standard background check upon offer of position.
At least 2 professional references are required.
CORE COMPETENCY DEFINITIONS
Customer Service Excellence: Employees provide responsive, clear, and professional communication to customers across multiple channels to ensure a seamless order experience from onboarding through installation.
Quality of work: Employees with high quality of work demonstrate accuracy and thoroughness in their work product. They look for ways to improve and promote quality and are able to apply feedback to improve performance. A stronger employee will monitor their own work to ensure quality.
Results-oriented: Employees who are results-oriented focus on achieving results for the organization or team. Most employees routinely achieve their goals and gradually move on to more challenging tasks. More results-oriented employees go beyond that baseline to deliver exceptional value in their daily work.
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