Service Delivery Specialist

The Carrier Relations Service Delivery Specialist primarily oversees assigned tasks and responsibilities required to successfully complete business and residential customers’ transition to Socket’s network and assist with maintenance of customers’ accounts. Individuals in this role will have strong analytical skills, be very proactive and responsive to customer requests, and have excellent communication skills. The Service Delivery Specialist works closely with the sales team and the Service Delivery Coordinator to ensure the delivery due dates are met. The Carrier Relations Service Delivery Specialist reports directly to the Carrier Relations Supervisor. 

  

ESSENTIAL DUTIES AND RESPONSIBILITIES fall into the 5 main categories of Quotes & Circuit Ordering, Pre-Engineering, Circuit Database, Local Number Portability, and 911 Services. Other duties may be assigned. 

· Ensure that all quote requests placed in the Quote Tool are worked efficiently and accurately.

· Work with Sales Reps to resolve any issues with information in Quotes, and expectations of quote results.

· Send pricing queries to assorted 3rd Party Circuit Vendors and follow up on these requests.

· Place all orders for circuits with the appropriate ILEC or 3rd Party Circuit Vendors.

· Notify Sales Executives and Service Delivery Coordinator, or Service Delivery Supervisor of any issues or potential charges preventing the timely delivery of services.

· Monitor circuit orders, ensuring all issues related to the delivery of the circuit are addressed in a timely manner.

· Select hardware needed to serve a customer with a particular circuit type.

· Work with Sales Reps and Service Delivery Coordinators to determine an appropriate design for the customer.

· Work with Network Operations (NOC) with complex pre-engineering designs.

· Maintain written Pre-Engineering procedures.

· Complete tasks on time and accurately update task notes.

· Enter information into Circuit Database for new circuits and update existing circuits as needed.

· Ensure accuracy of all circuit IDs, circuit statuses, and start & end dates, and other circuit information.

· Assist with Accounting when dealing with circuit billing disputes.

· Complete tasks on time and accurately update task notes.

· Place all number port orders with the appropriate LEC.

· Monitor port orders, ensuring all issues related to the port order are addressed in a timely manner.

· Work with Sales Executives and Service Delivery Coordinators to resolve issues preventing number ports.

· Communicate with various LECs to resolve issues affecting port dates.

· Complete customer number port by working with the customer’s PBX vendor to ensure successful turn-up of services prior to and during customer transition.

· Accurately enter 911 information into appropriate databases.

· Confirm successful submission and acceptance of 911 updates.

· Work with Sales Executives, customers, and various agencies to resolve any 911 issues.