BPO - Mobility Order Processor (Hybrid Setup)

Unity Communications•Gilbert, AZ

5d•Hybrid

About The Position

Unity Communications is seeking a dedicated Mobility Order Processor to act as a crucial intermediary between telecom sales agents and major wireless carriers. This role involves processing orders, resolving issues, and ensuring all transactions are accurate and completed within Service Level Agreement (SLA) timelines. The ideal candidate thrives in high-volume, deadline-driven environments where precision is paramount and is passionate about 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
Ability to multitask in a fast-paced, deadline-driven environment
Strong verbal and written communication skills
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
Familiarity with carrier portals such as OPUS, B360, or PRM
Experience with ticketing or CRM systems

Responsibilities

Process wireless orders, including new activations, upgrades, and feature changes, ensuring accuracy and adherence to SLA timelines.
Manage device orders, returns, exchanges, SIM swaps, and IMEI updates.
Utilize 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.
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.