Service Delivery Fulfillment Specialist l

About the Role

The role is based in Azerbaijan, but Sparklight Enterprise is open to hiring remotely if the right talent is found. This presents an exciting opportunity for professionals looking to work with a dynamic and growing company.

Sparklight Enterprise values its employees and offers a range of benefits, including medical, dental, and vision plans, life insurance, paid time off, and a 401(k) matching program. The company is committed to creating a positive and inclusive work environment that supports the well-being and growth of its employees.

What You Will Do

• Manage post-sale order entry process, including HSD, video, and native and ported telephone lines
• Receive orders from business sales representatives, verify accuracy, and gather information from customers
• Facilitate communications between customers and sales associates with a focus on quality assurance and customer satisfaction
• Enter orders in software platforms, while maintaining contact with business customers, dispatchers, Level 3, and local office teams throughout the installation process
• Manage multiple projects, including escalations, at various stages of completion, ensuring accuracy and detailed follow-through
• Create service tickets and notate Customer Relationship Management (CRM) tools for all orders
• Collaborate with internal teams to resolve customer complaints and concerns
• Analyze data to identify trends and areas for improvement in the service delivery process
• Develop and maintain a thorough understanding of Sparklight Enterprise's products and services

What We Are Looking For

• High school diploma or general education degree (GED)
• One to two years of related experience and/or training
• Intermediate skill in essential software applications, including Outlook, Excel, and Word
• Strong customer service skills with emphasis on phones and data entry
• High level of accountability and detail orientation
• Ability to calculate figures and amounts such as discounts, interest, percentages, adjustments, commissions, Early Termination Fees (ETF), and Return on Investment (ROI)
• Knowledgeable in Salesforce.com and Single View preferred
• Understanding of ROI and beginner knowledge of port process preferred

Nice to Have

• Previous experience within the cable industry, specifically in the areas of Competitive Local Exchange Carrier (C-LEC), Incumbent Local Exchange Carrier (I-LEC), and Business-to-Business (B2B)
• Familiarity with Adjust and other relevant software applications
• Certification in customer service or a related field

Benefits and Perks

• Medical, dental, and vision plans
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) with 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)
• Opportunity to work with a dynamic and growing company
• Collaborative and inclusive work environment
• Professional development and growth opportunities
• Flexible working hours and remote work options

• Make sure to highlight your experience with CRM tools, such as Salesforce, and your ability to manage multiple projects simultaneously.
• Showcase your strong customer service skills and attention to detail, as these are essential for success in this role.
• Be prepared to discuss your experience with data analysis and your ability to identify trends and areas for improvement.
• Familiarize yourself with Sparklight Enterprise's products and services, and be prepared to ask informed questions during the interview process.
• Emphasize your ability to work in a fast-paced environment and your strong communication skills, both written and verbal.
• Consider including examples of times when you had to troubleshoot issues or resolve customer complaints, and how you handled those situations.