Company- Grande Communications
Grande Communications is searching for a Service Order Manager for our San Marcos team. This position is responsible for coordinating and processing Grande Business Services enterprise customer orders for all Moves, Adds, Changes and Disconnects during implementation from order transition from Sales or FAM to order completion with final changes in customer billing.
In this role, the primary responsibilities will include:
Effectively interact with the Business Services Sales team to transition the customer order from Closed Order Won to begin implementation of services with a thorough understanding of order details and requested due date. Initiate the welcome call to the customer early in the order implementation process with a follow-up letter reiterating the same.
Ensure post-sale order coordination with all parties by acting as the primary contact during order implementation by coordinating with the Customer, Customer's Vendor, and all required internal teams within Grande such as Sales, Operations, Engineering, Construction, Network Provisioning/Design as well as BSP/Order Entry.
Monitor order progress and timelines toward meeting or exceeding customer expectations. Escalate all orders in jeopardy status or that are considered critical in nature as deemed by management. This escalation includes ownership of the issue while providing timely updates until resolution.
Manage the scheduling with the customer and/or customer's vendor as well as the Grande technicians and internal support staff such as the OSC, Switch Operations, IP Engineering, etc. for final install and activation.
Transition the customer to Field Account Management once install and activation are complete. Provide all necessary contact information as well as updated escalation lists to the customer.
Other duties as assigned.
Our ideal candidate will possess:
Education: Associate degree in business or telecommunications field preferred , but not required .
Two years of equivalent, relevant experience
Possess strong organizational skills and ability to coordinate multiple tasks with multiple teams with a positive attitude and embraces change.
Prior experience in working under high-pressure conditions or under high-demand work load and having the ability to multitask and reprioritize under these conditions.
Requires basic product knowledge of telecommunication services for SMB and/or enterprise segments.
Prefer previous experience in telecommunications sales support, order fulfillment or workflow order process role.
Strong written and verbal communication skills.
Grande proudly embraces diversity and continues to be an Equal Opportunity Employer
RCN Telecom Services