General Accountabilities for the Service Coordinator/Project Manager (IT/Telecom)
· Managing the full delivery of services (circuits, cross-connects, phones, managed hardware, physical network location moves) and ensuring time-sensitive deadlines are met.
· Communicating with Management on the status of tasks and workflows; informing internal customers and setting accurate expectations.
· Working with Vendors to coordinate deliverables, scheduling tests, manage troubleshooting and validate billing details.
· Managing the internal database systems to accurately reflect service, System and Vendor records.
· Contributing to Vendor Service reviews.
· Performing as a Level 1 escalation contact; propelling internal Teams after delayed or missed delivery of elements vital to project implementation, including equipment, fiber, Infrastructure, and 3rd party vendors,
· Handling and resolving for Customers any issues that are escalated for Management attention.
· Interfacing directly with the Customer to communicate resolution of escalated requests, on-going project status & issues and answers to questions. Communications will be made via face-to-face meetings, email and/or regularly scheduled conference calls.
· Managing and processing Salesforce Customer and Order records, including disconnect orders and cancellations.
· Creating and maintaining project work schedules, tracking customer requirements and translating customer requests into project deliverables.
· Managing day-to-day project tasks for implementing Products and Services, from close of sale through hand-off to Customer Support.
· Demonstrating proficiency in Service Delivery by managing multiple concurrent projects.
· Coordinating other functional interaction to support implementations of projects.
· Monitoring work-flow requirements to meet timelines and quality expectations.
· Demonstrating the ability to proactively prioritize requirements and effectively manage resources.
· Maintaining Customer focus and a desire to work effectively across functions in a continuous improvement and dynamic environment.
· Demonstrating initiative to anticipate requirements and act upon them before requested or required by the situation.
· Accomplishing a comprehensive understanding of Product and Service offerings.
· Providing outstanding attention to detail.
· Upholding a high level of communication skill, both written and verbal.
· Performing other duties and responsibilities, as assigned.
Job Qualifications
Minimum Education: Associate's Degree Combined experience/education as substitute for minimum education
· Minimum Experience: 2-4 years of experience required
· Minimum Field of Expertise: Customer service background,
· Preferred Education: Bachelor's Degree
· Preferred Experience: 3-5 years preferred
· Preferred Field of Expertise: Customer Service, Telecom background
Work Environment
The noise level in the work environment usually is moderate and in a home office environment (remote work)
· Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.*
Job Type: Full-time
Pay: $60,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
Shift:
- 8 hour shift
Work Location: Remote
