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Service Delivery Customer Experience Leader

Company: Hargray Communications Group, Inc.
Location: Anniston
Posted on: June 12, 2021

Job Description:

Are you passionate about making a difference in people's lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? Then you should join the Hargray team as a Service Delivery Customer Experience Leader!

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 800 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

General Description of Position:

To earn total customer satisfaction and loyalty by providing installation and repair services that exceed the quality and value expectations of our customers, employees, owners and the community. Responsible for supervision of all maintenance and repair of OSP cables and supporting network elements used to supply telecommunications services. Performs quality assessment of all plant types as needed and manages work activities related to preventive maintenance, splicing, troubleshooting, and repairs. Schedules team members and contract resources to ensure troubles, service orders, and plant issues are worked in a timeline manner. Responsible for leadership and direction for day-to-day performance while maintaining a high level of professionalism and cooperation between different departments and work areas.

Duties & Responsibilities:

  • Recommends strategic plans to accommodate corporate goals.
  • Directs the installation and repair of services to residential customers to include voice, video and internet services from splicing and drop services to customer education.
  • Performs quality control assessment of all installation and repair, splicing, and drop services and maintenance and repair activities.
  • Sets goals for the operation to ensure that the company can achieve its overall objectives. Acts as a coordination point between sales and operations leadership.
  • Reviews service order activity and performs trouble ticket analysis.
  • Performs quality control assessment of all OSP plant maintenance and repair services, including splicing, maintenance, and repair of copper, coaxial, and fiber cables from the Central Office or Head End to the de-mark box located at the customer premise.
  • Directs the repair of OSP plant that carries voice, video, and internet services in a hands-on manner.
  • Assists in testing of fiber, coaxial, and copper cables; uses various fault locating equipment to isolate source of try to isolate source of trouble or complaint, including forward and reverse testing of HFC plant.
  • Addresses employee and customer complaints and problems immediately. Reports or escalates issues to appropriate level of management as required.
  • Reads and interprets staking sheets and cable design schematics to splice newly installed cable in pedestals; provides as-built information back to design engineers when variances are identified.
  • Verifies information on repair orders and service orders; advises appropriate employees of any needed corrections or changes in information.
  • Oversees management activities across departments and personnel levels to ensure integrity of budget, schedule, and technical performance of operations.
  • Ensures excellent customer experience for all customers, both internal and external, by coordinating department to operate as a team in accordance with Hargray's Guiding Principles for customer service.
  • Communicates to ensure that information, company goals and objectives, and performance are transferred in a timely manner to all levels of personnel.
  • Supports team in embracing company initiatives and direction by providing a unified front with managerial decisions and modeling behaviors expected of team.
  • Prepares and delivers periodic operational reports depicting achieved service levels.
  • Performs skills assessment of all Installation and Repair Technicians, Cable Maintenance Technicians, Splicing Technicians, Construction Leaders, and Construction Assistants and recommends training as required.
  • Inspects department vehicles to ensure they are kept in a clean, orderly, well-stocked fashion. Reviews monitoring data to ensure safe operation and compliance with Company policies. Completes necessary paperwork for maintenance or repairs to vehicle.
  • Analyzes and resolves work problems, or assists workers in solving work problems.
  • Works with team to identify and implement customer or colleague experience improvement activities and process improvements.
  • Initiates and directs plans to motivate workers to achieve goals, strive for maximum efficiency and to go beyond what is expected.
  • Supports and enforces company policies and directives.
  • Recommends or initiates personnel actions, such as hiring, promoting, transferring, discharging, disciplinary measures, pay increases, etc.
  • Responsible for timely performance evaluation of employees based upon measurable objective criteria.
  • Responsible for training and development of all employees.
  • Communicates with other departments to ensure trouble and service orders are worked in a timely manner.
  • Performs other related duties as assigned to ensure effective operation of the department and the Company.

Qualifications and Minimum Requirements:

  • Bachelor's degree in related field or equivalent experience..
  • Minimum 5 years' experience in the telecommunications industry installing and repairing residential voice, video, and internet service
  • Must be familiar with the methods and procedures to install and repair voice, video, and internet over copper, HFC, GPON, Cellular backhaul, and Fiber to the Home infrastructure.
  • Working knowledge of AC/DC theory as it applies to telecommunications.
  • Understanding of Company construction standards and specifications
  • Must be willing to learn new material and be able to teach other employees as needed.
  • Strong working knowledge of HCF coax plant requirements and RF signal, FCC testing and reporting requirements for HFC plant, ability to read and interpret OSP design records, and working knowledge of RUS and NEC codes as they apply to the outside plant construction and maintenance.
  • Relies on extensive experience and judgment to plan and accomplish goals.
  • Ability to communicate clearly with written and verbal correspondence as needed.
  • Excellent time management skills.
  • Ability to maintain confidentiality.
  • Excellent organizational skill.
  • Ability to work in a team environment.
  • Self-motivated and results-oriented while working with minimal supervision.
  • Must possess working knowledge MS Office suite of products (Word, Excel and PowerPoint).
  • Able to work flexible hours including nights, weekends & holidays.


Keywords: Hargray Communications Group, Inc., Birmingham , Service Delivery Customer Experience Leader, Other , Anniston, Alabama

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