One Source Communications, LLC Wireline Orders Specialist I in Greenville, North Carolina
A Wireline Orders Specialist I is responsible for the implementation of wireline service order requests for new and existing clients. The Specialist I will develop the ability to navigate, maintain and utilize internal order systems, as well as external telecommunications service provider (i.e. CenturyLink, Verizon, AT&T, Spectrum, Comcast, etc.) order systems. The Specialist I will gain an understanding of wireline telecommunications technology, products and services, and manage implementation of these services in accordance with company goals and industry standards while providing the highest level of customer service.
Manage the implementation of non-complex wireline solutions, including but not limited to local POTS, long distance and cable service
Navigate and understand solutions data, carrier billing platforms, customer service records and previous order data
Manage order interval and order quality in alignment with internal SLAs and department goals
Maintain individual key performance goals for productivity and time on task
Ensure constant order flow by escalating requests that require higher level assistance to team lead or manager
Develop the ability to navigate, utilize and maintain all pertinent internal systems to ensure the timely and accurate documentation of all order related information
Coordinate scheduling of carrier and vendor visits on assigned orders
Develop a basic understanding of external carrier order systems and processes including, but not limited to proper means of order submission
Maintain professional communication and courtesy in every interaction with clients and coworkers
Clearly document order status and updates to be provided to clients and company staff as needed
Ask intelligent questions to collect data about the client’s telecommunication needs and deliver solutions that meet those needs
Provide first level after-hours and holiday on-call support on a revolving basis with other Service Delivery staff
Respond to all internal, client and carrier requests on assigned orders in a timely manner
Manage work time responsibly and efficiently. Seek to serve other team members when all individual responsibilities are caught up
Demonstrate a commitment to doing what is right, be honest and sincere in all interactions with clients and co-workers
Data and system use must comply with One Source information security policies and standards.
Unauthorized access to data and/or systems is prohibited.
To perform this job successfully, an individual must have knowledge of Microsoft Office programs (Word, Excel, PowerPoint, Outlook, Teams)
Ability to define problems, collect data, establish facts, and draw valid conclusions is required
The individual must be able to interpret an extensive variety of instructions and deal with several concrete variables
Excellent verbal and written communication for interactions with customers and service providers
Ability to operate in a fast-paced environment with a calm demeanor, maintaining a learner’s spirit and a win-win attitude
Proven aptitude for learning about technology
Education and Experience:
The individual will have preferably earned a Bachelor’s degree. Graduation from high school or high school equivalency is required.
Two or more years of Customer Service experience is strongly preferred. Training and/or equivalent combination of education and experience will be considered.
Knowledge of telecommunications processes and technology (Cable, Ethernet, VoIP, MPLS, SDWAN) is preferred
Knowledge of CRM software, database software and/or project management software is helpful, but not required.
The individual typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Individual may encounter frequent interruptions throughout the work day.
The employee is regularly required to sit, talk, and hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds.
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 employees with disabilities to perform the essential functions.
External Company Name: One Source Communications LLC
External Company URL: https://www.onesource.net/
Street: 1655 E Arlington Blvd