Service Delivery Specialist

Job Description:

At Sparklight and Cable One, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. 

We are open to hiring remote if we find the right talent in any of these states (AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT).

What you will do to contribute to the company's success

• Supports the Carrier channel by coordinating the delivery of Sparklight suite of products for carrier customers. Responsibilities include providing documentation, service status updates, and deployment progress to internal teams and external carrier contacts. Acts as a liaison between carriers and internal stakeholders throughout the lifecycle of each project.

• Oversees multiple deployment projects for carrier customers. Ensure accurate reporting and tracking for each deployment, including site surveys and construction milestones.

• Maintains a high level of satisfaction for internal teams and carrier partners by collaborating closely with Network Engineering, Local Operations, Business NOC, and various operational support organizations.

• Coordinates with Engineering support teams for planned and unplanned maintenance activities impacting carrier circuits and services.

• Communicates order status, maintenance notices, and service completion updates via email and phone to carrier partners. Works directly with carriers to resolve service and deployment issues before, during, and after activation.

• Ensures all carrier deployments, initiatives, and processes comply with organizational standards, policies, and objectives.

• Performs additional responsibilities as needed to advance organizational goals, uphold brand principles, and support company values.

Qualifications

• High school diploma or general education degree (GED); and three to five years related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree preferred.
• Previous experience within cable industry, specifically in the areas of fiber deployment, configuration and project management preferred.
• Intermediate skill in essential software applications, including Outlook, Excel, Word, and Visio required.
• Understanding of ROI and RFP.
• High level of accountability and detail-orientation required.
• Requires thorough working knowledge of WAN/LAN topology and supporting products required in the context of either MSO or Telco segment.
• Proven experience in collaborating with other support organizations to provide complete customer resolution required.
• Good troubleshooting skills and excellent customer service skills.
• This position will require up to 5% travel.
• Proven experience in developing support infrastructures for new services preferred.
• Proven experience in coordinating multiple deployments over large fiber networks, with a proactive approach to process improvement is preferred.
• Knowledgeable in Salesforce.com and ServiceNow preferred.

Core Competencies 

• Committed: Values each and every customer, while working hard to keep their business and support our communities. 
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. 
• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding. 
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations. 

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as: 

• Medical, dental, and vision plans – start when you start! 
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days) 
• 401(k) - 100% company match (match program starts immediately, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection

Additional Perks 

• Tuition reimbursement (up to $5,250 on 1st year) 
• Annual community support to various organizations across the U.S. 
• Associate recognition & awards programs
• Advancement opportunities 
• Collaborative work environment 

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
 

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career. 

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