Senior Order Specialist

Overview

Position Title: Senior Order Specialist

Base Salary: $52,500 to $87,500 annually DOE

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge.

As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.

Our Company Values:

• Genuinely Caring:
  We treat customers and colleagues like neighbors, with empathy and full attention.
• Empowering You:
  We help customers choose what is best for them, and we support employees in implementing new ideas and solutions.
• Innovation and Improvement:
  We constantly seek ways to improve how we serve customers and each other.
• Earning Your Trust:
  We build trust through clear, honest, human communication.

The Senior Order Specialist (ASR and LSR) will be a key part of the ordering team responsible for Access Service Requests (ASRs) and Local Service Requests (LSRs). The Order Specialist (ASR and LSR) oversees the flow of the order by tracking it from submission to completion. The Order Specialist (ASR and LSR) monitors the pace of the order through each requisite department and facilitates the expedition of installed orders.

The Senior Order Specialist (ASR and LSR) is the carrier’s primary point of contact from submission to completion of orders and acts as direct liaison between the customer (carrier and end user), and internal departments.

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

• Day-to-day order operation of ASR and LSR Order processing, including but not limited to the following:
• Review all ASRs and LSRs for comprehensiveness.
• Determine if the information is correct, complete, and accurately describes what the customer is ordering by validating required data fields using industry standard guidelines (i.e., NC/NCI decoder)
• Interface directly with customer to resolve discrepancies between request on ASRs and LSRS
• Issue orders in appropriate provisioning system M6.
• Determine tariff that is applicable.
• Translate ASR data codes into recognized USOCs and terms.
• Based on appropriate tariff, create layout of circuits ordered, complying with high-capacity hierarchy, to determine billable components
• Establish appropriate non-reoccurring and reoccurring charges for each order based on the corresponding tariff or individual customer contract.
• Interface with customers with updates on order status and resolve questions or issues.
• Proactively advise customers of delays or changes pursuant to available facilities in area.
• Coordinate the escalation of orders.
• Provision network builds for new carriers and expansion of existing networks.
• Performs other duties as required to support the business and evolving organization.

• Bachelor’s degree in Communications, Management of Information Systems, Engineering, Math, Science discipline, or equivalent combination of education and experience
• Minimum of Seven (7) years of Telecommunications (ISPs, MSOs & Telcos) experience
• Minimum of three (3) years of Commercial customers order operation or billing support management experience.
• Strong attention to detail and problem-solving skills

• Knowledge with services such as DS0, DS1, DS3, Optical services, Layer 1 and Layer 2 Ethernet, Switched Access, UNE, ATM, Frame Relay, etc.
• Knowledge of ASOG (Access Service Ordering Guidelines) and LSOG (Local Service Ordering Guidelines).
• Understanding of the VFO, DPI and M6 systems. Access and Local Product & Service knowledge.
• Experience with Fiber, Ethernet, TDM/SONET networks technology & protocols