BullsEye is a "Pure Michigan" company, and the largest full-service telecommunications provider headquartered in the state. Our offerings include traditional analog, broadband, and hosted solutions that are tailored for both small to mid-size businesses and nationwide enterprises alike.
This position will act as the project manager for the onboarding and new location implementation for medium to large 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:
Provides project management for new and existing customers who are adding new locations or new product sets.
Creates project plans for implementation, of multiple or single locations.
Processes services orders from order entry to completion including understanding, resolving, and managing discrepancies, processes, and system issues across multiple product sets.
Possesses the ability to project manage multiple projects and orders concurrently that are in various stages of implementation.
Works closely with various internal teams such as sales, provisioning and client services to understand and implement projects and service order requests.
Works closely with customers to set expectations and re-align expectations as required during project implementation.
Acts as the subject matter expert for: Order Entry, CSR Retrieval & Interpretation, POTS Implementation, Broadband implementations including DSL, Cable, SDE WAN, Ethernet, T1, and Wireless; Non Complex Digital Voice including SIP, Basic Hosted configurations, Integrated Voice, IP PRI.
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 following through to resolution.
Schedules dispatch requests properly utilizing Test and Turn up processes.
Gathers, comprehends, and interprets Customer Service Records from various carriers.
Ensures all order requests are submitted with appropriate paperwork, signatures, and order elements.
Provides status reports for all implementation activities.
Provides a high level of quality including resolving order issues within established guidelines and timelines.
Mentors lower level positions and acts as an escalation point when needed.
Assists in development and enhancement of business rules.
Participates in product development and launch for non-complex BullsEye products.
Participates in system development and improvement as it relates to Order Implementation requirements.
Maintains acceptable levels of efficiency and quality as established by the company in order to ensure customer satisfaction and retention.
Supports the sales organization by ensuring they have an understanding of BullsEye products, order management procedures, intervals, and services.
Communicates status, milestones, roadblocks, and resolutions with both internal and external customers utilizing a high degree of professionalism
Develops expertise in all internal systems including but not limited to: Telcare, Broadsoft/UCEP, Quickbase, Sharepoint, COM, Various carrier portals, and Quoting Systems.
Some overnight travel may be required.
EDUCATION AND/OR EXPERIENCE REQUIREMENTS: Minimum of a Bachelors’ Degree in project management; 5-10 years’ experience or equivalent combination of education and experience. in project management, provisioning (VoIP, Broadband, Voice), customer service, order management, telecommunications, VoIP installation/consultation preferred. Certification in any of the following from a reputable vendor is preferred: Project Management, Net+, DHCP, IPv4, LAN/WAN. Above average computer skills in Outlook, Word, Excel. High degree of motivation, time management, and organizational skills required to ensure timely and accurate completion of customer requests. A high degree of reliability, thoroughness, and attention to detail required.
BullsEye Telecom is an Equal Opportunity Employer