Glotel Hiring for Telecommunications Specialist Job at Marion, IL Full Time

The Service Delivery Project Coordinator is responsible for the administration and coordination of Business customer orders from order submission through installation. Accountable for individual results and impact on team, along with the goal of envisioning and delivering customer delight to internal & external customers.

Duties and Responsibilities:

• Responsible for planning and overseeing projects to ensure they are completed in a timely fashion and within budget.
• Plan and designate project resources, monitor progress, and keep all internal and external stakeholders informed throughout the project
• Support and promote all company and departmental sales, service, and quality initiatives to increase revenue.
• Create and maintain comprehensive project documentation, plans and reports
• Coordinate project management activities, resources, equipment, and information
• Meet monthly key performance goals for customer satisfaction, quality, productivity, and key performance metrics.
• Responsible for all duties pertaining to order fulfillment. Including order review, order approval, order entry into billing system, creation of project sites and successful, timely installations.
• Serve as primary liaison with customer. Ensure contracts are within compliance and validate services with customer to ensure accuracy. Update customers weekly, review first bill with customers once project is complete to ensure contract services are installed.
• Utilize tools and best practices as set forth for project management and execution.
• Responsible for communicating independently, effectively, clearly, and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships. Works as a customer liaison to both internal and external customers while shepherding service installations.
• Be constantly mindful of all project sites by ensuring that any changes to project are documented and brought to the attention of the necessary parties so that they can be considered and handled in accordance to standard practices.
• Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.
• Communicates with other departments as needed to facilitate an on-time and error free service order process including service order entry, routing, provisioning, and successful installation and testing of all business products sold. Identifies gaps related to order flow through the system and collaborates with other departments to address those gaps.
• Strive to provide all customers with an outstanding customer experience.
• Build, establish and maintain open lines of communication with agents, peers, trainers, managers, Engineering, Marketing, and other areas of the company to facilitate problem solving.
• Stay informed of all new products and services.
• Proactively identify opportunities for improvement in processes and procedures and recommend solutions that will provide excellent support and increased revenue.
• Responsible for orders that require an advanced technical knowledge.
• Meet scorecard productivity/quality metrics.
• Participate in activities including workshops, call center cross-training, eLearning courses, and knowledge reinforcement and brainstorming sessions.
• Performs special projects and other duties as assigned.

Minimum Qualifications:

• Bachelor’s Degree or equivalent experience.
• 2 years’ experience in order processing, customer service, account management, or project coordination.
• Experience with Salesforce and Sitetracker preferred
• Ability to communicate effectively with customers, employees, and managers and possess exceptional customer service skills.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures.
• Demonstrated ability to be flexible and work in a fast paced, changing environment.
• Ability to communicate clearly with written and verbal correspondence as needed.
• Strong listening and problem-solving skills.
• Excellent time management skills.
• Ability to maintain confidentiality.
• Excellent organizational skills.
• Ability to work in a team environment.
• Self-motivated and results-oriented while working with minimal supervision.
• Must possess working knowledge MS Office suite of products (Visio, Word, Excel and PowerPoint).

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Work Location: One location