SUMMARY: This position is responsible for overseeing the onboarding and new location implementation for small to medium business accounts. He/She is also responsible for providing expertise in telecom service order management, ensuring smooth customer transitions, and professionally communicating status updates both internally and externally.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Processes service orders from order entry to completion including understanding, resolving, and managing discrepancies, processes, and system issues across multiple product sets.
Works closely with various internal teams such as sales, provisioning, and client services to understand and implement service order requests.
Works closely with customers to set expectations and re-align expectations as required during implementation.
Acts as the subject matter expert in POTs Implementation (including inside wiring), Order Entry, and CSR Retrieval & Interpretation.
Responds to all implementation challenges by gathering appropriate technical resources inside and outside of Order Implementation as needed. Also understands when to troubleshoot, delegate, and escalate, as well as follow through to resolution.
Possesses the ability to work multiple service orders at one time through various stages of implementation.
Acts as single point of contact during the implementation process for each service order.
Obtains, comprehends and interprets Customer Service Records from various carriers.
Ensures all order requests are submitted with appropriate paperwork, signatures, and order elements.
Provides a high level of quality including resolving order issues within established guidelines and timelines.
Provide status reporting for all implementation activities.
Schedule dispatch requests properly utilizing Test and Turn up processes.
Participates in process improvement and documentation initiatives.
Develops expertise in all internal systems including but not limited to: Telecare, BroadSoft/UCEP, QuickBase, SharePoint, COM, Various carrier portals, and Quoting Systems.
Supports the sales organization by ensuring they understand BullsEye products, order management procedures, intervals, and services.
Professionally communicates status, milestones, roadblocks, and resolutions with both internal and external customers.
Maintains acceptable levels of efficiency and quality as established by the company in order to ensure customer satisfaction and retention. Some overnight travel may be required.
EDUCATION AND/OR EXPERIENCE REQUIREMENTS: Minimum of an associate degree; 1 – 5 years’ experience or equivalent combination of education and experience working in order management, provisioning (VoIP, Broadband, Voice), customer service, telecommunications, or VoIP installation/consultation is preferred. Above average computer skills in Outlook, Word, Excel are desired. High degree of motivation, time management, and organizational skills needed to ensure timely and accurate completion of customer requests and service orders. A high degree of reliability, thoroughness, and attention to detail required.
LANGUAGE AND COMMU NICATION SKILLS
Ability to read, write, follow directions, and possess above average listening skills. Ability to effectively present information and respond to questions from managers, customers, and co-workers. Strong interpersonal skills and a sensitivity to understand customer needs. Effective oral and written communication skills required. Ability to effectively communicate with subordinates, peers, and senior management. Must be comfortable being on the telephone for hours at a time. Must have the ability to deal with difficult people.
CORE COMPETENCIES
Demonstrates the core competencies of the organization: Adaptability, Commitment, Customer, Empowerment, Integrity and Quality.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
REASONING ABILITY
Ability to solve practical problems and deal with a selection of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to work well in a team environment but also make decisions independently. High degree of problem-solving skills required.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit and reach with hands and arms. The employee is required to sit and work at a computer for long periods of time. The employee must be able to work accurately under stressful situations.
The employee must have the flexibility in their schedule to allow for evening and/or weekend hours.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually loud.
BullsEye Telecom is an Equal Opportunity Employer