Customer Service Associate

Service Delivery Support Representative

Contterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network.

We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider.

Fiber driven. People powered.

Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our peopleand how much we care before, during, and after the buildthat truly sets us apart.

As we continue to expand our business, we are looking for talented people with a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.

This position is based in the Charlotte office. Hybrid in office 3 days a week Tuesday - Thursday

The position is a unique opportunity to:

• Join a company that designs, builds, and operates new-technology-based telecom networks in the education, healthcare, enterprise, and carrier industries throughout the U.S.
• Work in a challenging, entrepreneurial environment that maintains the highest levels of integrity and reliability when partnering with organizations that share our vision and commitment to performance excellence.

What you will be doing:

• Build Conterra projects in Sitetracker. The Service Delivery Administrator serves as the entry point for operations to install, test, and bill new customer services.
• Review incoming programs and projects to determine viability, and work with Customer Success Associates (CSAs) on items deemed not viable.
• Send welcome letters to new customers.
• Assist the Service Delivery organization with disconnect projects to ensure timely service removal.
• Assist Vice President of Service Activation and Service Delivery with Sitetracker reports.
• Work with various departments on tracking Sitetracker tickets and enhancements.

What you will need:

• Prior experience with a telecommunications carrier is a plus
• Strong work ethic
• Communicate effectively and influence internal resources and customers at all experience levels.
• Ability to analyze and define problems, prioritize workflow, multitask, meet deadlines, and remain flexible.
• Ability to think through project dependencies and complexities. Help find creative ways to solve potential problems.
• Good written and oral communication skills.
• Fast and accurate data entry skills.
• High school diploma or G.E.D; BS/BA preferred.

What we offer:

• Core values that embody teamwork, integrity, and excellence
• A talented team that values hard work, success, and fun
• Work-life balance.
• Premium health benefits (medical, dental, vision, flex spending, etc.)
• Flexible and generous PTO plus a paid holiday schedule
• 401(k) program

Diversity & Inclusion

Contterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.