NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com
Responsibilities
Position Summary:
Focus on superior customer service and delivering the best customer experience while coordinating projects. Acting as the single point of contact for NWNC PMs and/or customer directly, aligning dates for a successful cutover. Ensuring that the products ordered match what the carrier is delivering, and the customer is continually informed. The Project Coordinator will be responsible for the order lifecycle from post-sale to installation. Attention to detail and problem resolution is required.
Essential Duties and Responsibilities:
- Responsible for coordinating carrier cutovers with customer and/or NWNC PM.
- Coordinates project review meetings with internal and external resources as needed to meet service deliverables.
- Serves as a single point of contact for all project related issues and concerns.
- Responsible for interfacing with internal work/project teams and ensure project objectives are met.
- Ensure projects adhere to the predetermined time line and all required closeout paperwork and documentation has been completed.
- Responsible for managing assigned expedited projects
- Coordinates multiple service offerings, voice, data, and internet.
- Manages Carrier Service projects only.
- Resolves and/or escalates issues in a timely fashion.
- Confirms On-Boarding documentation is completed
- Creates network inventories for NWNC Customers based on Carrier Cut Sheets
- Attends all project cutovers with Carriers via bridge
- Monitors all orders for accuracy
- Confirms NWNC PM assigned to projects
- Updates daily tracker for order status & progress
- Provides continual updates to assigned NWNC PM, no less than every 5 days.
Non-Essential Duties and Responsibilities:
- Assist Project Manager and Implementation Manager with projects or administrative support tasks as needed to support client projects.
- Performs other duties as assigned.
Qualifications
Qualifications:
- High School diploma or equivalent required.
- 5+ years of experience working in the telecommunications industry in a service roll.
- Effective written and verbal communication skills.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)
- Possess an understanding of provider network facilities (POTS, T1, MPLS, SIP, Fiber/Ethernet, DYIP, ect) and LNP (Local number Porting) terms
- Ability to follow directions.
- Ability to adjust to rapidly changing priorities.
- Problem solving on the fly
- Time management
- Must be familiar with LEC, CLEC, Telco and Cable Company services, terminology, and process for ordering, repair & escalation
