Reports to: Service Delivery Manager
Location: Northern California Hybrid
FLSA: Non-Exempt

About Us:

Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.

Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike. Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.

In today's connected world, reliable, high-speed internet is an absolute necessity, and it is our company's mission to provide advanced communications at an affordable price. Race focuses its efforts towards building world-class fiber networks and offering gigabit internet service to communities throughout California.

What You’ll Do:

• Advocate for the customer.
• Produces various reports to monitor and track the department’s key performance indicators.
• Primary liaison between the company’s internal teams and an end customer for a particular service installation on an “Individual Case Basis” (ICB).
• Reviews requests for new ICB service proposals and determines whether to move forward in accordance with defined business rules.
• Organizes and coordinates all internal organizations for the timely and accurate implementation of large complex projects and interfaces directly with the customer to communicate project cost, schedule, and delivery status.
• Provides general oversight and auditing of all queues to make sure orders are not getting stuck and helps identify solutions to move the order forward.
• Identifies customer issues and needs by maintaining an excellent relationship with end customers and internal stakeholders.
• Maintains high performance levels for service-related processes and implements improvement activities wherever necessary.
• Takes ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Analyzes third-party as well as internal processes and creates strategies for service delivery optimization.
• The Service Delivery Specialist role requires a high degree of comfort with constant organizational change, and the re-imaging of existing processes on a regular basis.
• Daily and weekly reporting of order statuses and issues to their Manager.

What You’ll Bring:

• Associates degree or equivalent experience.
• 1-3 years of Telecom experience with an emphasis on operations and customer service is preferred.
• Strong interpersonal skills.
• Exceptional customer-facing skills with a passion for delivering end-to-end customer driven solutions.
• Strong operational ability in a diverse, large-scale environment.
• Strong organizational skills.
• Ability to interpret and communicate customer issues, assembling subject matter experts, and leveraging existing tools and processes to resolve issues with limited guidance.
• Ability to manage and prioritize multiple projects.
• Excellent resource planning and problem-solving skills.
• Readiness to demonstrate a proactive, can-do attitude.
• Excellent verbal and written communication skills.
• Beginner to intermediate Excel skills.
• Geographical knowledge of service areas and ability to read maps.
• Comfortable working in a changing business environment with the consistent introduction of new products and processes.
• Self-motivated; able to work both independently to complete tasks and respond to department requests, as well as collaborating with others to utilize resources and knowledge of others in identifying quality solutions.
• Fluent English required, Spanish is a plus.
• Available to work days, nights, weekends, and holidays.

As Part of our Team you'll Enjoy:

• 100% premium paid for medical, dental, vision and life for all our employees!
• An excellent 401 (k) with 100% Employer-matched up to 4%.
• Working to bridge the digital divide between rural and urban areas, providing much needed services to those whom don't have access to reliable internet.
• Working for a company that appreciates their employees; every member of the Race team is a part of a collaborative family.