Service Delivery Coordinator

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🏄 California, Connecticut – Remote

🏄 California – Remote 🦌 Connecticut – Remote

💵 $60k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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CONEXA

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🔌 API

☁️ SaaS

🤝 B2B

API • SaaS • B2B

CONEXA is a Long-Term Tech Partner that develops custom software solutions and integrations to accelerate product development and revenue growth. They provide a Unified API for B2B products (offering 250+ integrations across payments, shipping, e-commerce, ERP, CRM, HR, invoicing, and more) to reduce development and maintenance costs and speed time-to-market, and they also build end-to-end products from MVPs to scaled systems. CONEXA lists expertise across cloud, e-commerce platforms, frontend and backend stacks, and DevOps, and serves 100+ clients including Fiserv, Uber, Klaviyo, Shopify, Klarna, MercadoLibre, Rappi, DiDi, Cabify, PedidosYa, Clip, and VTEX.

📋 Description

• Manage daily routing, performance tracking, and communication for field technician work • Route and assign daily jobs across the technician workforce based on technician capacity • Maintain workforce availability and coordinate with regional Operations Management to fill gaps • Adjust routes for callouts to protect appointment-window completion and revenue • Confirm technicians are active in required systems and en route each morning • Verify, recheck, confirm, and log same-day callouts and capacity-loss events • Monitor technician jobs-per-day and track KPI metrics, including completion percentage, repeat percentage, and Bob Update tracking • Maintain PUC records and regulatory tracking • Track pre- and post-call results and saved repeats • Work and resolve or escalate support tickets • Provide ONT activation, ONT port bounce/refresh, and Eero account setup and troubleshooting support • Challenge non-completed jobs and exhaust standard resolution options before approving referrals • Submit free service offer requests and route engineering, construction, and PUC handoffs to client local management • Complete call-aheads and callbacks • Handle post-install repeat calls and advanced troubleshooting • Route escalated field concerns to Field Operations Managers • Pre-call scheduled jobs and follow up on closed jobs • Track referrals prevented • Work within a small, cross-time-zone team and make real-time routing, callout, and capacity decisions

🎯 Requirements

• High school diploma or equivalent required • Associate's or bachelor's degree preferred • 2+ years of experience in dispatch, service delivery, workforce management, customer support, telecommunications, or field operations • Experience coordinating schedules, routing work, or supporting field technicians in a fast-paced environment • Strong organizational, communication, and problem-solving skills • Proficiency in Microsoft Office and dispatch or ticketing systems • Ability to manage multiple priorities and work independently in a real-time operational environment • Working proficiency with dispatch/scheduling and service-record systems such as VX, Simple, and ticketing/referral platforms • Ability to prioritize under time pressure • Ability to communicate status and delays clearly and concisely • Data accuracy and attention to detail • Sound judgment about when and to whom to escalate • Comfort operating with real-time accountability • Availability for early-morning coverage • Ability to work varying tours and hours, including possible weekend or holiday coverage • Telecommunications or broadband industry experience preferred • Experience with telecommunication providers preferred • Familiarity with workforce management, dispatch, or service delivery platforms preferred

🏖️ Benefits

• Highly competitive pay • Health insurance • Vision insurance • Dental insurance • Paid time off (PTO) • 401(k) • Growth opportunities and promotion from within • Incentivized safety and quality competitions with bonus opportunities • Medical benefits • Career growth opportunities • Reasonable accommodations for qualified individuals with disabilities throughout the hiring process