Position Title:  Service Delivery Specialist (P2)

Company Summary

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future.   Crown Castle is publicly traded on the New York Stock Exchange (CCI), is part of the S&P 500 and is one of the largest Real Estate Investment Trusts in the US.      

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

Role 

The main role of this position is screening, managing, and overseeing customer service orders from order acceptance to billing, aligned to the established standard process timeframes and workflows. The candidate hired for this position will be key and entrusted to ensure customer satisfaction is held to the highest standards measured by our cooperate values.

Responsibilities

 Oversee customers’ service orders for the implementation of Crown Castle’s Fiber Solutions (Dedicated Internet, EVPL, Dark Fiber, Data Center/Collocation etc.).  Manage timelines, budgets, and quality of service by coordinating the assignments of functional teams (Construction, Permitting, Field Operations, and Network Engineering) to ensure proper planning and implementation of solutions.  Manage stakeholder’s expectation through the lifecycle of the projects.. Increase Net Promoter Score by creating strong relationships with customers and managing escalations.  Maintain and update internal Crown Castle systems and tools to ensure project forecast accuracy, data integrity, and record compliance documents. Responsible for projects with CAPEX primarily at or under $125K.  Timely submission of BRs (Budget Revisions) in accordance with Crown Castle’s internal finance guidelines.  Evaluate critical path milestones for projects to calculate, identify and manage aspects of the deployment, mitigate risk, and maintain system accuracy.

Education/Certifications 

Associate’s Degree or equivalent work experience

 Experience/Minimum Requirements 

One (1) to three (3)+ years in a customer-facing position Foundational knowledge of Telecommunication services

 Expectations 

Strong attention to detail Ability to multi-task and prioritize tasks appropriately Excellent customer service and communication skills, both verbal and written Project/Time Management skills Accounting/Finance skills Resourceful, creative, and results oriented thinker Microsoft Office (Excel, Word, Access, PowerPoint, etc.)

Organizational Relationship

Reports to: Manager, Project Delivery 

Title(s) of direct reports (if applicable: N/A

Working Conditions: This role falls into our hybrid work model working in the office Tuesdays, Wednesdays, and Thursdays.  On Mondays and Fridays, teammates on the hybrid schedule will have the option to work from the office or home.  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.