Service Specialist

Summary:
Under the general direction of and reporting to the Senior Director of Broadband, the Service Specialist will manage daily operations for a key account in our Broadband Division. This role involves optimizing account profitability, ensuring excellent customer service, and serving as the internal point of contact. You'll also provide administrative support to the Service Sales team while collaborating with broader service operations to maintain excellent service delivery standards.

The ideal candidate demonstrates attention to detail, works effectively across departments, maintains a positive attitude, shows strong organizational skills, and prioritizes safety.

Essential Duties and Responsibilities:
Core duties and responsibilities include the following. Other duties may be assigned.

• Build and sustain customer relationship and manage operational execution, to include both exceptional customer service and account profitability, for Managed Services account and other accounts as assigned.
• Schedule and dispatch workers, work crews, equipment, and service vehicles to appropriate locations according to account specifications and requests, using email and telephone. 
• Procure and distribute supplies/materials for jobs to team in the field.
• Work within customer portal to prepare daily work and run schedules.
• Provide regular status updates to customers.
• Respond to customer inquiries and provide updates in a timely manner.
• Manage invoicing responsibilities for customers within the group.
• Confer with customers to address questions, problems, and requests for service or equipment.  Escalate to Sales or Field Service Manager(s) as necessary.
• Monitor personnel and equipment locations and monitor and maintain inventory to optimize service and schedules.
• Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
• Track open tickets to ensure timely completion and communicate status to customers.
• Arrange for necessary repairs to restore service and schedule these repairs.
• Partner with Service Sales Manager to understand customer processes.
• Proactively identify issues, utilize resources to determine the best course of action and implement solutions.
• Point of contact working with internal and external customers to resolve issues timely and professionally.
• Participate in department meetings as necessary.

• A high school diploma or GED; some college preferred.
• 1-3 years account coordination experience preferred.
• Fluency in written and spoken English
• Intermediate knowledge of Microsoft Office Suite applications

• Competitive pay depending on previous experience and current certifications. Overtime is also a factor and is paid at 1.5 X base. We are a performance-based company and pay will ultimately reflect the employee’s productivity and overall performance.
• Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
• Up to 9 paid company holidays
• Paid sick time
• Company-paid Life Insurance ($75,000)
• Company-paid Short-term and Long-term Disability Insurance
• Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
• 401(k) retirement savings plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)

• Ability to sit for an extended time, up to 8 hours
• Frequently required to utilize hand and finger dexterity; typing
• The ability to hear and speak effectively (i.e. over the phone, in person, or video conferencing)

• Criminal background check and pre-employment drug screen are required.
• This is a remote position and will require the employee to work from home.

Equal Opportunity Employer:
National Power, LLC is an Equal Opportunity Employer and VEVRAA federal contractor. National Power affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identity or any other status protected under local, state or federal laws.