Sr Service Delivery Spec (Administrative)

Position Title: Sr. Service Delivery Specialist (P3)

 

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 S&P 500, and is one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$70B.

 

We offer a total benefits package and professional growth development for teammates at any stage of their careers. Along with caring for our teammates, we're active members 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. 

 

Position Summary

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 the implementation of the full suite of Crown Castle Fiber Solutions products.  
•  Function as subject matter expert (SME).  
•  Mentor and train service delivery specialists to aid in their development.  
• Coordinate the activities of internal operations and engineering groups to ensure proper planning and implementation of solutions.
•  Communicate project status to internal and external stakeholders to achieve desired project results.
• Create and foster strong customer relationships.
• Advocate and escalate for the customer when appropriate.
•  Maintain and update internal Crown Castle systems and tools to ensure project forecast accuracy and data integrity.
•  Submit BRs (Budget Revisions) on a timely basis 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.
• Ensure project documents are complete, current and stored appropriately.

 

Education/Certifications

• Bachelor's Degree or equivalent work experience
• PMP certification preferred, but not required

 

Experience/Minimum Requirements

• Five plus (5+) years in a customer facing position
• Foundational knowledge of Telecommunication services

 

Expectations

• Strong attention to detail
• Ability to multi-task and prioritize complicated tasks
• Excellent customer service and communication skills both verbal and written
• Project/Time/Budget Management skills
• Accounting/Finance skills
• Resourceful, creative and results-oriented thinker
• Familiar with JD Edwards and/or Oracle ERP systems
• Microsoft Office (Excel, Word, Access, Power Point, etc.)

 

Organizational Relationship

Reports to:Manager, Project Delivery or Sr. Project 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. 

Compensation:

The pay range offered for this position is $80,000- $109,900 annually. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company's 401k plan. Employees will also receive a minimum of 18 days of paid time off each year and 12 paid holidays throughout the calendar year.

If you are interested in joining our team, please visit the Crown Castle careers site (crowncastle.com/careers) to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.

#LI-IM1 #LI-Hybrid 

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Operations