Service Delivery Coordinator

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Oversee daily routing, performance monitoring, and communication for field technician assignments.

• Allocate and assign daily tasks to the technician team based on their availability.

• Ensure workforce readiness and collaborate with regional Operations Management to address any coverage gaps.

• Modify routes for callouts to safeguard appointment-window completion and revenue generation.

• Verify that technicians are logged into necessary systems and on their way each morning.

• Confirm, double-check, validate, and record same-day callouts and any instances of capacity loss.

• Track technician daily job performance and monitor key performance indicators (KPIs), including completion rates, repeat rates, and Bob Update tracking.

• Maintain PUC records and oversee regulatory compliance tracking.

• Document pre- and post-call outcomes along with saved repeats.

• Address and resolve support tickets or escalate them as necessary.

• Offer ONT activation, ONT port bounce/refresh, and support for Eero account setup and troubleshooting.

• Challenge jobs that remain incomplete and exhaust standard resolution options before approving referrals.

• Submit requests for free service offers and route engineering, construction, and PUC handoffs to local management.

• Conduct call-aheads and follow up with callbacks.

• Manage post-install repeat inquiries and advanced troubleshooting tasks.

• Escalate field concerns to Field Operations Managers as needed.

• Pre-call scheduled tasks and follow up on completed jobs.

• Track referrals that have been prevented.

• Collaborate within a small, cross-time-zone team to make real-time routing, callout, and capacity decisions.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• An associate's or bachelor's degree is preferred.

• Minimum of 2 years of experience in dispatch, service delivery, workforce management, customer support, telecommunications, or field operations.

• Proven experience in coordinating schedules, routing tasks, or supporting field technicians in a fast-paced setting.

• Strong organizational, communication, and problem-solving abilities.

• Proficient in Microsoft Office and familiar with dispatch or ticketing systems.

• Capable of managing multiple priorities and working independently in a real-time operational environment.

• Working knowledge of dispatch/scheduling systems and service-record platforms such as VX, Simple, and ticketing/referral systems.

• Ability to prioritize tasks under time constraints.

• Clear and concise communication skills regarding status updates and delays.

• Attention to detail and data accuracy.

• Good judgment on when and to whom to escalate issues.

• Comfortable operating with real-time accountability.

• Availability for early-morning shifts.

• Flexibility to work varying hours and tours, including weekends or holidays if necessary.

• Preferred experience in the telecommunications or broadband industry.

• Familiarity with telecommunication providers is favored.

• Preferred knowledge of workforce management, dispatch, or service delivery platforms.

🏝️ Benefits

• Highly competitive salary.

• Health insurance coverage.

• Vision insurance options.

• Dental insurance plans.

• Paid time off (PTO) policies.

• 401(k) retirement plan.

• Opportunities for growth and internal promotions.

• Incentivized safety and quality competitions with chances for bonuses.

• Comprehensive medical benefits.

• Career advancement opportunities.

• Reasonable accommodations for qualified individuals with disabilities throughout the hiring process.