Sales

866-714-9232

7:00am – 5:00pm PST (Monday – Friday)

Support

888-325-5875

818-452-5306

Available 24 Hours

Billing & Customer Service

888-325-5875

8:30am – 5:00pm PST (Monday – Friday)

Partner Program

866-634-1394

Shipping Address

Broadvoice

9221 Corbin Ave. Suite 155

Northridge, CA 91324

Support

888-325-5875

818-452-5306

Available 24 Hours

Service Coordinator (Northridge, CA; Sandy, UT; Denver, CO; or Remote)

Position Summary

As part of our Service Delivery team, the purpose of the Service Coordinator is to support the department through operational activities dedicated to assisting customers and Channel Partners. Responsible for installing new orders, MACDs, upgrading, converting and/or modifying their services, the Service Coordinator must be comfortable working in a self supervised environment, demonstrating initiative, a positive team-oriented outlook and enjoyment working across functional boundaries.

Location: Northridge, CA; Sandy, UT; Denver, CO; or Remote

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:
  • Effectively coordinate, track and complete multiple projects with zero downtime for our customers
  • Assist with guiding open orders through each stage of the order process, starting with the signed order form, and ending with the customer being successfully installed
  • Ensure a high level of customer satisfaction by promptly assisting Broadvoice customers, partners and inside support team members in the service implementation process including:
    • Schedule and coordinate design calls with end user, partner, Technical Implementation Specialist
    • Assist with Hosted Voice Provisioning activities and duties as needed/directed
    • Troubleshoot and resolve escalations from customers, sales, and other support teams through phone and/or e-mails
    • Assist with training duties
    • Submit LNP for local and Toll-Free numbers and circuit provisioning
    • Monitor port requests from inception to completion
    • Resolve any provisioning related issues
  • Coordinate various parties, including the customer, the reseller, the Broadvoice Channel Manager, the Solutions
    Architect, the provisioning build team, shipping department, and installation team

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Ability to meet deadlines and work efficiently in a fast paced, fluid environment.
  • Skilled in the operation of Windows applications (Word, Excel, Access, etc.)
  • Experience with CRM systems, preferably Salesforce
  • Strong time management, prioritization and organization skills
  • Excellent interpersonal and communication skills
  • Excellent problem-solving and customer service skills
  • Willingness to quickly learn and follow complex procedures
  • Demonstrated ability to manage and escalate issues and drive resolution
  • Demonstrated ability to work both independently and as part of a team
  • Adaptable to change in processes, procedures, and responsibilities
  • A positive, self-starter attitude with a desire to meet and exceed expectations

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

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2019-08-19T22:16:26+00:00