BPO - Mobility Order Processor (Hybrid Setup)

Unity Communications • Gilbert, AZ

7d • Hybrid

About The Position

Unity Communications is seeking a Mobility Order Processor who thrives in high-volume, deadline-driven environments where accuracy is crucial. This role serves as a critical link between telecom sales agents and major wireless carriers, responsible for processing orders, resolving issues, and ensuring all transactions are accurate and completed within Service Level Agreement (SLA) timelines. The ideal candidate is passionate about bringing order to complexity and delivering an excellent customer experience.

Requirements

• High school diploma or GED equivalent
• One to two years of experience in order processing, customer service, or telecom support
• Strong computer skills, including Microsoft Office and data entry
• Exceptional attention to detail and accuracy, with the ability to multitask in a fast-paced, deadline-driven environment
• Strong verbal and written communication skills and excellent problem-solving and organizational abilities
• Customer-focused mindset with a positive, collaborative attitude
• At least 100 Mbps internet connection for both main and backup

Nice To Haves

• Experience working with telecom carriers such as AT&T, Verizon, T-Mobile, Rogers, or Bell is a plus
• Familiarity with carrier portals such as OPUS, B360, or PRM is a plus
• Experience with ticketing or CRM systems is a plus

Responsibilities

• Process wireless orders, including new activations, upgrades, and feature changes, ensuring all transactions are completed accurately within defined SLA timelines.
• Manage device orders, returns, exchanges, SIM swaps, and IMEI updates.
• Navigate multiple carrier portals — AT&T, Verizon, T-Mobile, Rogers, and Bell — to complete orders.
• Assist telecom agents with opportunity qualification, pricing and quote generation, and customer account setup.
• Submit deal registrations and account opportunities with carriers.
• Support business customers with account setup and modifications.
• Perform rate plan analysis by reviewing wireless billing statements and identifying cost breakdowns.
• Maintain detailed and accurate records of all customer interactions and transactions.
• Handle customer escalations, billing concerns, and credit requests in accordance with company and carrier policies.
• Communicate effectively with carrier support teams to resolve issues, and provide high-quality customer care via phone and email.
• Create and manage service tickets with complete and accurate documentation.
• Maintain tracking reports and ensure all tasks meet SLA requirements.
• Stay up-to-date on carrier plans, promotions, and device offerings.

Benefits

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
• VL/SL credits upon regularization
• Friendly and supportive work culture
• Non-taxable allowances
• Pay increases
• Performance bonuses
• Growth opportunities
• Birthday gifts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED