Service Coordinator / Project Manager (Telecom)

Job Description
The Intelletrace Service Delivery Team is looking for a Service Coordinator/Project Manager (IT/Telecom) to successfully coordinate and deliver all assigned vendor orders (new circuits/cross-connects, phone services, physical network location moves, modifications to existing services, and cancellations), often with time-sensitive deadlines. This includes the execution of multifaceted projects typically consisting of a set of closely related projects or associated activities.
The Service Coordinator/Project Manager (IT/Telecom) position involves demanding levels of internal and customer- facing communication. The primary objective is to provide excellent customer service, working smoothly with both internal and external Customers; ensuring on-time delivery in accordance with Customer and Company expectations.
General Accountabilities for the Service Coordinator/Project Manager (IT/Telecom)

• Managing the full delivery of services (circuits, cross-connects, phones, managed hardware, physical network location moves) and ensuring time-sensitive deadlines are met.
• Communicating with Management on the status of tasks and workflows; informing internal customers and setting accurate expectations.
• Working with Vendors to coordinate deliverables, scheduling tests, manage troubleshooting and validate billing details.
• Managing the internal database systems to accurately reflect service, System and Vendor records.
• Contributing to Vendor Service reviews.
• Performing as a Level 1 escalation contact; propelling internal Teams after delayed or missed delivery of elements vital to project implementation, including equipment, fiber, Infrastructure, and 3rd party vendors,
• Handling and resolving for Customers any issues that are escalated for Management attention.
• Interfacing directly with the Customer to communicate resolution of escalated requests, on-going project status & issues and answers to questions. Communications will be made via face-to-face meetings, email and/or regularly scheduled conference calls.
• Managing and processing Salesforce Customer and Order records, including disconnect orders and cancellations.
• Creating and maintaining project work schedules, tracking customer requirements and translating customer requests into project deliverables.
• Managing day-to-day project tasks for implementing Products and Services, from close of sale through hand-off to Customer Support.
• Demonstrating proficiency in Service Delivery by managing multiple concurrent projects.
• Coordinating other functional interaction to support implementations of projects.
• Monitoring work-flow requirements to meet timelines and quality expectations.
• Demonstrating the ability to proactively prioritize requirements and effectively manage resources.
• Maintaining Customer focus and a desire to work effectively across functions in a continuous improvement and dynamic environment.
• Demonstrating initiative to anticipate requirements and act upon them before requested or required by the situation.
• Accomplishing a comprehensive understanding of Product and Service offerings.
• Providing outstanding attention to detail.
• Upholding a high level of communication skill, both written and verbal.
• Performing other duties and responsibilities, as assigned.

Job Qualifications * Minimum Education: Associate’s Degree Combined experience/education as substitute for minimum education

• Minimum Experience: 2-4 years of experience required
• Minimum Field of Expertise: Customer service background,
• Preferred Education: Bachelor’s Degree
• Preferred Experience: 3-5 years preferred
• Preferred Field of Expertise: IT, Customer Service, Telecom background

Certificates and Licenses * Valid Driver’s License
Competencies * Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information; Develops alternative solutions; Uses reason.

• Customer Service – Manages difficult customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
• Oral Communication – Speaks clearly and eloquently; Listens and gets clarification when necessary; Responds informatively to questions.
• Written Communication – Writes clearly and concisely; Edits work for spelling and grammar; Varies writing style to meet needs; Reads and interprets written information.
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources.
• Judgment – Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Dependability – Follows instructions; Takes responsibility for own actions; Completes tasks on time.
• Initiative – Seeks increased responsibilities; Seeks developmental growth; Solicits feedback regularly.

Physical Demands * Occasionally required to sit.

• Occasionally required to walk.
• Occasionally required to use hands to finger, handle, or feel.
• Occasionally required to reach with hands and arms.
• Occasionally required to talk or hear.
• Occasionally required to bend, lift or climb
• Occasionally required to lift light weights (less than 25 pounds)
• Occasionally required to lift moderate weights (25-50 pounds)
• Finger dexterity required.
• Hand coordination required.
• Specific vision abilities required for this job include: close vision, distance vision, ability to adjust or focus

Work Environment * The noise level in the work environment usually is moderate.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.*

Job Type: Full-time

Job Type: Full-time

Pay: $60,000.00 – $90,000.00 per year

Schedule:

• Monday to Friday

Experience:

• Project management: 1 year (Preferred)

Work Location: Remote