Customer Service Administrator

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Job SummaryThe Durham ASR Ordering Center is responsible for the implementation and coordination of Ethernet Service requests for our Wholesale Customers.The Durham ASR Ordering Center performs activities related to all phases of the Pre-FOC Ethernet Ordering cycle for Frontier Communications.  The group oversees the flow of the order by tracking it from receipt to completion of Pre Foc.  The Durham ASR Ordering Center monitors the pace of the order through each essential department and facilitates the expedition of stalled orders.  The Durham ASR Ordering Center is the Carrier’s primary point of contact from submission to completion of orders and acts as a direct liaison between the customer (Carrier and End User), and various internal departments such as construction, appointment scheduling, order & assignment, outside plant engineering, installation, network engineering and billing. This teams works closely with Project Specialist.Team functions include but are not limited to:Review and provide technical analysis on Wholesale Access Service Requests for Ethernet Services to ensure timely processing to our downstream Engineering partners for all activity typesPerform technical evaluation of Ethernet products and occasionally develop system related ideas and suggestionsCoordinate with Other Local Exchange Carriers on jointly provided requestsResponsible for mitigating issues that could impede the ordering process and lead cause Customer Notification Requests(CNRs) or customer delaysProactively escalate Ethernet Pre-FOC orders by partnering with Engineering for timely FOCCollaborate with Engineering on Ethernet ordering issuesResponsible for handling calls from Carrier/LECs and addressing status concerns on Ethernet ordersResponsible for assisting Carriers with Ordering questions and/or CNR resolutionPartner with Project Management on Ethernet activitiesTroubleshoot Ethernet Provisioning/Billing discrepanciesAnalyze and proactively manage roadblocks, and make order impacting decisions on Pre-FOC Ethernet ordersAfter Hours On-Call Telecommunications Service Priority rotationRequired SkillsExcellent Customer Service Skills and a “Can Do” AttitudeAbility to understand complex issues and complicated processesBe a Team Player and able to build cross-functional partnerships3-5 years Telecommunications experience preferredAssociate degree, or higher, preferredProficient typing skillsComputer savvy: ability to use multiple applications in combination with each otherAbility to work well in rapidly changing environmentEnjoy learning technical subject matterAnalytical thinking skillsDetail orientedSelf-directed

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