Coordinator-Order Management

TDS Telecom•, Remote Location

1d•$23 - $35•Remote

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? As the Coordinator-Order Management, you will be responsible for receiving Commercial order forms with the minimum order detail and be accountable for interpreting and accurately entering these orders into the order entry system in a timely manner. Must understand the rules and qualifications of Commercial products and services, including but not limited to understanding when documents are required and ensure accuracy of form and application entry. Create Cobra order, and other front-end system order, for Commercial product additions, changes, and disconnects Must be familiar with, but not limited to, DS0, DS1, DS3 signaling, DSL, ISDN, PRI, BRI, PON provisioning' Create MetaSolv order for Commercial product additions, changes and disconnects. Responsible for assigning MetaSolv provisioning plan after order creation, this is determined by understanding the product and order function. The provisioning plan assigns other TDS departments their task for completing their portion of the order. If assigned incorrectly this will impact other department’s task assignment In addition to creating the MetaSolv order and assigning the provisioning plan, must manage MetaSolv tasks assigned to Order Management for order delivery. Must understand the Billing requirements, including but not limited to E911, CNAM, LIDB, Promotional Rules, Billing rules, etc. Possess an understanding of internal order processing and be able to trouble shoot order issues with limited supervision. Must understand and apply technical knowledge of network elements such as design to everyday tasks and processes. Responsible for order tracking of all Commercial orders through due date completion. Escalate past due tasks to appropriate teams and communicate order delays to appropriate MSCO departments. Identify system malfunctions and design flaws, notify support teams to take corrective action. Must understand order provisioning and tasks and the impact on downstream teams. The position is occasionally required to work late evening and/or weekend hours to meet Order Management Commitments and/or Service Levels. You may occasionally require phone contact with internal & external customers to ensure customer needs are met and errors are being resolved promptly. This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

Requirements

Associates degree (or higher) -OR- 2+ years professional work experience.
3+ years telephony experience.
1+ years’ experience using a PC with various software packages.
6+ months experience working with detailed data.
Experience working in a team environment
Must be able to type at least 45 WPM +
Manages multiple tasks and prioritizes well
Quality is critical. Detail orientation is key. Attention to detail in assembling and submitting access service requests and loop service requests
Ability to work well with variety of different people throughout the TDS team
Familiarity with industry practices involving loop ordering and number portability
Excellent organizational skills to monitor and prioritize multiple activities at once
Willingness to work and make decisions in a rapidly changing and uncertain environment
Effective skills in process development and continuous process improvement
Must have a genuine desire for customer satisfaction.
Knowledge of advanced telecommunication products and provisioning practices
Working knowledge of COBRA, MARTENS, SABRE, DESI, RNW, MetaSolv, NPAC, SAG, Verigate, IMA, SMS800, INAT, RMS, and Crystal Enterprise

Responsibilities

Applies technical knowledge of products and systems to enter ILEC & CLEC commercial orders into order entry system with limited information received from Sales. This activity would include but is not limited to interpreting and verifying that all product and network requirements are met on the incoming order and it is reflected correctly in the applicable systems. Also, additional activities would include but are not limited to selecting provisioning plans by verifying all products and network requirements are met, task generation for all departments within TDS, TN assignment, assigning a variety of products and circuits, problem solving and troubleshooting with other carriers and departments within TDS. Need to understand and apply product guideline rules and product sets and work with Sales team, Customers or Carriers to make corrections. Responsible for accurate and timely order generation.
Manage multiple orders, tasks and follow up work that is time sensitive and take necessary actions to update the order entry system to ensure timely delivery of services to customers.
Work closely with Sales and Customer Service to understand the needs of the customer and ensure that the order contains all requirements to be provision service to the customer as requested.
Process orders into SMS800 and Carrier systems for toll free service ordering and activation. Troubleshoot service problems with 800 services.
Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.
Keep up to date on new product offerings and process changes associated with these products and apply this information to order provisioning processes.