Senior Order Specialist

Position Title: Senior Order Specialist

Base Salary: $60,300 to $87,800 annually DOE

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. 

As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.

Our Company Values: 

• Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention. 
  

• Empowering You: We help customers choose what is best for them, and we support employees in implementing new ideas and solutions. 
  

• Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other.  
  

• Earning Your Trust: We build trust through clear, honest, human communication. 
  

Job Summary

The Senior Order Specialist (ASR and LSR) will be a key part of the ordering team responsible for Access Service Requests (ASRs) and Local Service Requests (LSR). The Order Specialist (ASR and LSR) oversees the flow of the order by tracking it from submission to completion. The Order Specialist (ASR and LSR) monitors the pace of the order through each requisite department and facilitates the expedition of installed orders. The Senior Order Specialist (ASR and LSR) is the carrier’s primary point of contact from submission to completion of orders and acts as direct liaison between the customer (carrier and end user), and internal departments.

Essential Duties and Responsibilities: 

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

Day-to-day order operation of ASR and LSR Order processing, including but not limited to the following:

· Review all ASRs and LSRs for comprehensiveness.

· Determine if the information is correct, complete, and accurately describes what the customer is ordering by validating required data fields using industry standard guidelines (i.e., NC/NCI decoder)

· Interface directly with customer to resolve discrepancies between request on ASRs and LSRS

· Issue orders in appropriate provisioning system M6.

· Determine tariff that is applicable.

· Translate ASR data codes into recognized USOCs and terms.

· Based on appropriate tariff, create layout of circuits ordered, complying with high-capacity hierarchy, to determine billable components

· Establish appropriate non-reoccurring and reoccurring charges for each order based on the corresponding tariff or individual customer contract.

· Interface with customers with updates on order status and resolve questions or issues.

· Proactively advise customers of delays or changes pursuant to available facilities in area.

· Coordinate the escalation of orders.

· Provision network builds for new carriers and expansion of existing networks.

Other Duties

·        Performs other duties as required to support the business and evolving organization.

Required Qualifications:

·        High school diploma or GED.

·        Bachelor’s degree in Communications, Management of Information Systems, Engineering, Math, Science discipline, or equivalent combination of education and experience.

·        Minimum of Seven (7) years of Telecommunications (ISPs, MSOs & Telcos) experience.

·        Minimum of three (3) years of Commercial customers order operation or billing support management experience.

·        Strong attention to detail and problem-solving skills.

Preferred Qualifications:

·        Knowledge with services such as DS0, DS1, DS3, Optical services, Layer 1 and Layer 2 Ethernet, Switched Access, UNE, ATM, Frame Relay, etc.

·        Knowledge of ASOG (Access Service Ordering Guidelines) and LSOG (Local Service Ordering Guidelines).

·        Understanding of the VFO, DPI and M6 systems. Access and Local Product & Service knowledge.

·        Experience with Fiber, Ethernet, TDM/SONET networks technology & protocols

·        Ability to provide excellent customer service.

·        Excellent written and verbal communication skills across all levels (team members, peers & senior management).

Knowledge, Skills, and Abilities:

·        Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.

·        Ability to multi-task and collaborate effectively with other personnel to meet deadlines.

·        Strong verbal and written communication, attention to detail, and organizational skills.

·        Ability to work within critical deadlines.

·        Ability to adjust to rapidly changing priorities and schedules.

·        Ability to provide excellent customer service.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.