Service Delivery Supervisor - Residential

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 197 communities and more than 60,000 customers in Arkansas, Tennessee, Texas, Missouri, Kentucky and Louisiana. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience.

General Summary:

The Service Delivery Supervisor is responsible for ensuring the successful delivery of new services and equipment to customers that meet and exceed expectations. This role supports the company initiative to reduce customer delivery intervals, drive revenue and create a superior post-sales customer experience. The Service Delivery Supervisor oversees the day-to-day activities of the Service Delivery team and interfaces with cross-functional departments, customers, contractors and management.

Essential Job Functions:

• Engages all teams and management necessary to meet customer's needs concerning installation timeframe and characteristics;
• Supervise Service Delivery team members, serve as an escalation resource, and maintain consistency of team work performance;
• Monitors departmental performance metrics against established goals and takes course corrective actions to improve;
• Leads discussions and prepares operational documentation concerning systems, workflows, processes, and procedures relative to the Service Delivery department;
• Works to ensure company revenue targets are met monthly;
• Resolves interdepartmental issues in a cross-functional manner;
• Explores and implements process and workflow efficiency gains in the product delivery lifecycle;
• Establishes and maintains effective working relationships by building trust and respect;
• Establishes and implements quality reporting and analysis of departmental output to improve internal and external customer satisfaction;
• Notifies appropriate stakeholders throughout and upon completion of projects;
• Identifies and leads continuous service improvement efforts to increase customer satisfaction;
• Identifies ways to reduce customer intervals, increase internal and external project updates, and improve ticket quality and consistency;
• Travels to customer sites, project areas, business-related events, and other Ritter Communications locations as required;
• Handles other duties as assigned.

Knowledge, Skills, and Abilities:

• Knowledge of Company policies, procedures, products, and services;
• Knowledge and mastery of service delivery processes and procedures;
• Willingness to challenge the status quo;
• Proficient skill in generating and maintaining business process documentation and performance trends;
• Proficient skill in the use of various software programs including Microsoft Office (Excel, Outlook, PowerPoint, and Word) SharePoint;
• Strong oral and written communication skills including presentation skills and facilitation skills;
• Ability to articulate thoughts and ideas;
• Strong ability to problem-solve and de-escalate conflict;
• Ability to demonstrate skills in management;
• Ability to deal with shifting priorities, demands, and timelines;
• Ability to effectively prioritize and execute tasks in a high-pressure environment;
• Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and
• Ability to work independently and pay close attention to detail with little direction;
• Ability to travel for business requirements; must possess a valid Driver's License with a satisfactory driving record.

Education and Experience:

High school diploma or equivalent required; Bachelor's degree in Business Administration or a related field preferred.

Experience with Salesforce, eLation, or project coordination in a technical environment is a plus.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!