Position: Coordinator (Remote)
Location: Norcross, GA 30092
Term: 6 months

Day-to-Day Responsibilities:

Creating vendor-planned maintenance in systems utilized by Change Management.
Generate impacts of affected objects.
Validating impacts.
Scheduling Network planned maintenance.
Working off an assigned workload.
Postpone modification or cancellation requests received from the requestor group/vendor.
Receive customer calls internal and external for Network Maintenance Inquiries.
Process Network Maintenance Inquiries to resolution. Usually within 24 hours.
Provide planned maintenance status updates and completions to our customers in a timely fashion.
Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios.
Manage workload and Vendor e-mails received.
Create Special Handling requests.
Make calls to dark fiber customers at the completion of planned maintenance.
Responding to Special Handling requests before, during, and after the planned maintenance.
Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service-level objectives.
Responsible for understanding impacts associated with a given conflict for our customers.
Responsible for communicating non-proprietary information to clients.
Manages competing tasks simultaneously, possibly with frequent interruptions.

Is this a good fit? (Requirements):

High School Diploma or GED or relevant job experience.
Work experience in a customer service role.
Able to work any shift which could include days, evenings, nights, and weekends.
Ability to communicate courteously and professionally with outside contacts and other employees, including various levels of staff and management.
Excellent verbal and written communication skills.
Ability to deliver difficult messages in a clear, concise, and empathetic manner, ability to convey a sense of urgency in written communications.
Goal and detail-oriented.
Ability to perform under emergency conditions.
Self-motivated and able to work with minimal supervision.
Strong analytical and organizational skills.
Attention to detail with good organizational capabilities.
Ability to prioritize with good time management skills.
Sound ability to effectively manage conflict in stressful situations.
Capable of learning and supporting technical aspects of products and services including transport, IP, and voice.
Ability to use effective approaches for choosing a course of action or reaching valid conclusions.
Ability to effectively manage an issue from inception to closure and work extremely well in a supportive, team environment.
Punctual and possess an exceptional work ethic.
Ability to establish and maintain excellent customer and team relationships.