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Fidelity’s Growth Continues With $1.3 Million Expansion in Sullivan

( Construction is nearing completion on a $1.3 million expansion of the Fidelity Customer Care Center building in Sullivan that will include creation of 37 new local jobs over a two-year period. It will likely be finished later this month.

The project features a 4,723-square-foot addition with space for offices and conference rooms, plus a 3,200-square-foot basement that includes training and equipment rooms. Another 2,471 square feet of existing space in the current Customer Care building was renovated for use by the Fidelity Service Center, which schedules and dispatches installations and repairs and provides field support, and the Network Operations Center (NOC).

“This expansion allows us to serve our ever-increasing customer base by adding jobs locally and helping the local economy,” said Fidelity President John Colbert. “Fidelity continues to grow and we’re excited to address that growth with a beautiful new facility right here where Fidelity got its start so many years ago.”

Celebrating its 75th anniversary this year, Fidelity currently employs over 200 people at its Sullivan headquarters. Sullivan City Administrator J.T. Hardy lauded Fidelity for hiring locally and maintaining a constant civic presence within the community. “Fidelity has always been a great corporate citizen of Sullivan by being involved in community events, fundraisers and employees volunteering their time in numerous ways,” he said.

He added, “I think it’s extraordinary that a hometown company that has grown into a multi-state business has chosen to continue to expand its foothold in our community, trusting Sullivan to provide a great workforce.”

Salaries and benefits for the new jobs created are expected to be close to $1.2 million. Fidelity’s Sullivan payroll alone tops $10 million. A local contractor was hired for the expansion project and used local workers and subcontractors.

The building, located on Hughes Ford Road, was purchased in 2013 and includes offices and open areas initially occupied by the Service Center, Internet Help Desk and Contact Center personnel, who handle customer calls from five states where Fidelity provides services: Missouri, Arkansas, Texas, Oklahoma and Louisiana. All incoming calls are answered locally.

The NOC moved there last fall and the Service Center relocated to an adjoining newly remodeled area. The NOC handles maintenance, upgrades, Tier 2 advanced technical support and implementation of equipment that delivers service to customers. Departments slated to move to the new building upon completion are Business Administration, Information Services (IS), the Cable Product Management team and Fidelity Solutions Inc. (FSI).

The Contact Center and Help Desk—along with the installation and repair technicians they work with—are considered the eyes and ears of the organization. They are the ones that interact with subscribers, hearing what they like and dislike about the services Fidelity provides.

The expansion puts departments closer together that deal with outages and other service issues, making ideas and feedback from customers easier to share. That enables Fidelity to act faster, run more efficiently and serve happier customers. The idea is that the people who can make a difference in service performance and keeping up with customer demands will be closer to the people that actually hear the feedback directly from the customer.

Due to their proximity, representatives from each department in the building will be able to sit down and identify a hot topic and come up with a solution more quickly, officials say. Proximity also will result in a faster rollout of new services.

“It’s great having the NOC nearby because we work closely with them, especially when outages and major trouble issues occur,” said John Walburn, Vice President of Customer Care. “Close proximity fosters teamwork and increased learning opportunities.”

The newly renovated and expanded building also earned Fidelity a nomination for the Beautification Award sponsored by the Sullivan Area Chamber of Commerce.

Company Name: Fidelity Communications Co. Contact Person: Craig Montgomery Email: Phone: 573-468-1294 Country: United States Website:

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