Service Delivery Support Associate

About Our Client

The organization provides mission-critical services and solutions for Fortune 100 companies and over 500 governments, aiming to create exceptional outcomes for clients and their stakeholders. It operates in a complex service delivery space where timely, accurate client interactions and contractual compliance are essential to meeting service level agreements.

About the Opportunity

The Service Delivery Support Associate plays a vital role in supporting service delivery operations by facilitating smooth communication between clients and internal teams, ensuring accurate contractual reporting, and assisting with billing processes. This position contributes to maintaining high standards of service and operational efficiency, directly impacting client satisfaction and program success.

Responsibilities

• Serve as a primary contact for client inquiries and escalations, ensuring prompt, professional responses.
• Track client concerns and escalate to the Service Delivery Manager as necessary.
• Maintain client communication logs and coordinate follow-up with call center operations for agent coaching.
• Provide regular updates to state customers under supervision using communication tools.
• Obtain and distribute timely incident reports to state clients per service agreements.
• Assist in preparing contractual reports, organizing service delivery metrics.
• Collaborate with internal teams to gather data for reporting.
• Support invoice preparation and review according to contract terms.
• Reconcile billing discrepancies and coordinate resolutions.
• Maintain billing documentation.

Requirements

• High school diploma or equivalent.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines.
• Must be at least 18 years old.
• Minimum six months in current role for internal candidates.
• Successful completion of a background check.

Pay Range and Compensation Package

• The estimated hourly rate for this role is $22.50.
• Compensation may vary based on location, experience, and performance.
• Position may be eligible for bonuses or incentives depending on business need.

Benefits & Perks

• Health insurance coverage.
• Voluntary dental and vision programs.
• Life and disability insurance.
• Retirement savings plan.
• Paid holidays and paid time off (PTO).