Service Delivery Specialist

Service Delivery Specialist I

Location:

Cedar Rapids
Department:
Customer Care

Employment Type:

Full-Time

Deliver Exceptional Service. Build Lasting Business Relationships.

At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. As a Business Service Delivery Specialist, you will serve as the operational connection between our business customers and multiple internal departments, ensuring every service order is delivered accurately, efficiently, and with an exceptional customer experience.

If you're organized, customer-focused, and thrive in a fast-paced environment where no two days are the same, we'd love to meet you.

As a Business Service Delivery Specialist, you will play a vital role in ensuring our business customers receive a seamless experience from the moment a service agreement is signed through installation and ongoing support. You will review business service contracts, accurately process customer orders, and ensure contracted services are properly provisioned and applied to customer accounts. Acting as the central point of coordination, you'll work closely with Sales, Engineering, IT, Account Management, Operations, and customers to facilitate installations, upgrades, service changes, and disconnects.

In this role, you will maintain accurate customer records and telecommunications databases, including E911, Caller  (CNAM), Local Number Portability (LNP), and directory listings. You'll also provision equipment, coordinate with field technicians to verify services are installed and functioning as expected, and manage business customer trouble tickets by dispatching technicians and helping drive timely issue resolution. Throughout each interaction, you'll ensure clear communication, exceptional customer service, and operational accuracy while participating in an on-call rotation to support service continuity when needed.

• Provides exceptional customer service in every interaction.
• Communicates effectively with customers, vendors, and internal teams.
• Is highly organized and detail-oriented.
• Thrives in a collaborative, team-focused environment.
• Can prioritize multiple projects while meeting deadlines.
• Takes initiative and works confidently with minimal supervision.
• Enjoys solving problems and finding solutions for customers.

• High school diploma or equivalent.
• Ability to work independently while managing multiple priorities in a fast-paced environment.
• Ability to participate in an on-call rotation and respond effectively to customer service needs.
• Experience in one or more of the following is highly valued:
  Telecommunications, internet, voice, hosted PBX, or business communication services as well as understanding industry standards including E911, CNAM, LNP, and directory listings.

• Career Growth:
  Structured advancement with company-supported certifications.
• Training & Development:
  Comprehensive onboarding and ongoing learning to help you build technical and leadership skills.
• Work with
  
  Purpose:
  
  Help families, businesses, and communities stay connected through reliable, high-quality service.
• Team Culture:
  Join a supportive group of professionals who value safety, collaboration, and doing things the right way.
• Performance Recognition:
  Earn advancement and rewards based on your quality, efficiency, and customer satisfaction results.

• Competitive pay
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Paid time off (vacation, holidays, and sick days)
• Employee discounts on services and partner programs
• Wellness and employee assistance programs

ImOn Communications, LLC is an Equal Opportunity Employer