POTS Migration Coordinator

New Horizons Communications•Concord, MA

7d•$50,000 - $70,000

About The Position

The POTS Migration Order Coordinator is responsible for managing the end to end migration of existing customers from traditional POTS services to modern replacement solutions, including Cable POTS, Wireless POTS, and SIP-based alternatives. This role serves as the primary point of contact for customers throughout the migration lifecycle, ensuring clear communication, accurate order execution, timely service activation, and a smooth transition with minimal disruption.

Requirements

Experience in telecommunications order management, provisioning, or service delivery preferred
Working knowledge of POTS services and migration alternatives (Cable, Wireless, SIP) strongly preferred
Familiarity with LSRs, FOCs, and carrier provisioning processes
Strong customer communication and relationship-management skills
Ability to manage multiple orders simultaneously in a fast-paced environment
Strong attention to detail and follow-through
Comfortable working with multiple systems and coordinating across teams

Responsibilities

Serve as the primary point of contact for customers on all assigned POTS migration orders
Proactively engage an existing customer base to explain migration requirements, timelines, and available service options
Manage orders from initial customer contact through service activation and billing completion
Provide consistent and proactive status updates to customers and internal stakeholders
Track and maintain accurate order details and documentation within NHC systems
Coordinate carrier provisioning activities to ensure timely and accurate service activation
Initiate and manage LSRs with ILECs, CLECs, and other provisioning partners
Follow up on Firm Order Confirmations
Address order rejections, issues, and exceptions promptly, escalating when necessary
Identify potential delays and proactively escalate to carriers, internal teams, and management
Coordinate cutovers and migrations to minimize service interruption
Respond to carrier and internal status inquiries within established SLAs
Collaborate cross-functionally with Sales, Engineering, Operations, and Billing teams to ensure a seamless customer experience