Project Coordinator, Service Delivery

Job Type Full-time Description

LOCATION: The successful candidate will be located in Georgia, Florida, Illinois, Kansas, Kentucky, Missouri, North Carolina, South Carolina, Tennessee, or Texas

We're seeking a diligent Project Coordinator for our Service Delivery team to spearhead project coordination and service delivery, ensuring seamless processes from quotation to cash for our expanding SMB and Enterprise customer base as assigned. The Project Coordinator is responsible for effective communication cross-departmentally, to drive projects to successful, on-time completion while serving as the primary point of contact for the customer throughout the lifecycle of the project. This person takes a proactive approach to problem solving, responds promptly and professionally to escalated issues as they arise to ensure positive resolution is achieved, and drives daily project activities to time sensitive deadlines while meeting and exceeding established departmental KPIs.

What you will be doing:

• Management of SMB and Enterprise commercial new service, move service, and change service requests requiring a project from order received to billing as assigned, showing judgement and initiative to meet and exceed established department goals.
• Demonstrates proficiency in Commercial Project Management by effectively managing pipeline of multiple concurrent assigned projects.
• Validates order transition to project creation for OSP handoff that meets or exceeds established departmental turnaround time goals.
• Effectively monitors day-to-day project progression of assigned projects for on-time and smooth transition of project tasks between functional areas, promptly identifying, addressing and escalating risks as necessary to prevent delays and minimize fall out.
• Communicates cross departmentally on status of tasks and workflows, informing internal and external customers, and setting accurate expectations to drive on-time delivery of products and services.
• Serves as primary point of contact for customers throughout project life cycle by communicating resolution of escalated requests, ongoing project status updates and timeline impacts, and answering questions to promote positive customer experience.
• Work with vendors and customers to coordinate deliverables, scheduling tests, and validate billing details.
• Accurately forecast project deliverables based on customer needs, cross departmental updates, and resource availability to minimize fall out rates and meet established departmental KPI targets.
• Proactively confirm scheduling of deliverables to secure technician and operational resources across multiple systems for on-time installation of services and delivery of revenues, while following cross departmental scheduling guidelines to optimize workload distributions and minimize fall out rates.
• Validate data between multiple systems for accurate delivery of products and services ordered and accurate billing details.
• Make decisions and solve problems while working under pressure in fast paced environment. Responding promptly, resourcefully, and professionally to escalations and issues as they arise. Effectively de-escalates conversations and identifies needs while also setting proper expectations and following through to ensure positive resolution is achieved.
• Interact with customers, employees, and vendors via multiple communication channels including telephone, email, chat, video conferencing, and SMS while meeting or exceeding established quality standards.
• Provide support and efficiently handle workloads in a virtual setting that fosters teamwork, accountability, and efficiency, while positively impacting fellow employee and customer experience.
• Displays strong organizational and excellent time management skills, prioritizing tasks effectively. Comfortable managing through ambiguity and possesses strong critical thinking skills. Consistently exercise independent judgment and discretion in times of significance.
• Adheres to all company policies, taking appropriate action as necessary and supporting an employee and customer center organization
• Performs other duties as needed or assigned

Requirements

What will make you successful:

• Associate degree or equivalent work experience
• PMI or PMP certification preferred
• Two or more years of project management or project coordination experience, preferably including experience in Telecommunications industry
• Ability to work in a fast-paced environment. Multitask, set priorities, and manages time effectively.
• Excellent skills in creating an exceptional customer experience, building rapport, adaptability to different personality types, and problem-solving capabilities.
• Enthusiasti