Implementation Specialist

Frontier Communications • ,

23h

About The Position

The Implementation Specialist role will provide post-sale provisioning and implementation of Frontier's strategic products/services to ensure Frontier meets its contractual requirements while delivering exceptional service levels to our commercial customers. The position includes daily customer contact to communicate project status and works closely with all internal departments to ensure implementation timeline and level of service are met or exceeded.

Requirements

• A minimum of 1-2 years of telephony industry experience (focusing on project management and order entry skills).
• Extensive knowledge in data-gathering forms and reporting.
• Knowledge of Microsoft Office applications (especially Excel, Word & PowerPoint).
• Deep knowledge of Ethernet, VoIP, and Managed Services.
• Thorough understanding of the ordering process related to commercial telecommunications products/services.
• Ability to work cross-functionally from project inception to order completion.
• Knowledge of M6, DPI, and other systems routinely used in day-to-day operations.
• Knowledge of Salesforce CRM with order workflow preferred.
• Ability to multitask and prioritize assigned functions to meet strict deadlines
• Must have outstanding communication/customer service skills
• Ability to interpret contractual or technical language and ensure its application in the daily task(s)
• Ability to manage high volumes of work and maintain customer service levels to customers
• Ability to adapt quickly to changes within a current process or digital adoption

Nice To Haves

• Ability to understand design/engineering layouts & telecommunication terminology
• Experience communicating difficult conversations with customers and customer leadership teams
• Ability to problem solve and provide clarity when data is complex and perplexing.

Responsibilities

• Review Scope of Work & Data Gathering Forms to ensure accuracy and completion.
• Review and confirm the accuracy of the Product schedule and its required signatures - including Business Decision Tool (BDT) approvals, etc.
• Complete a formal customer introduction within 48 hours of project assignment to communicate their role as the "single-point- of-contact" for the project implementation.
• When Vlocity automation cannot occur, this role is responsible for providing the Ethernet products in our provisioning tool (M6) as PSR based on data provided on Salesforce order requests.
• Responsible for creating accurate billing in our billing system to ensure correct invoice generation.
• This position is responsible for the order workflow/provisioning ]plan in M6.
• Communicate and work closely with all internal departments as needed to escalate and to meet project timelines.
• Escalate to leadership as needed with each associated workgroup
• Schedule & lead status meetings with written agendas with sales team members and customers when needed
• Prepare meeting agendas, schedule & lead status calls with internal operational departments when project dates are in jeopardy or as required.
• Throughout project implementation, this role will frequently communicate with the customer to ensure they are well informed and receive answers to questions quickly.
• This position is the primary point of contact for the project. Lead all efforts for implementation and escalations to meet the installation date(s) while keeping the customer and account representative in the loop of all communications.
• May include other duties as assigned.

Benefits

• 20 PTO (Paid Time Off) days + 10 paid holidays per year
• Day one medical, dental, vision and prescription drug plan
• 401k match of 50% on 6% of eligible compensation
• Tuition Assistance Program
• Personal & Work Life Balance Resources & Wellness Support Assistance
• Employee Resource Groups
• Same-sex spouse and domestic partner benefits coverage
• 10 weeks of paid parental leave, 3 weeks of paid caregiver leave, and up to $10k in adoption program assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed