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Coordinator (Remote)

  • Location: Norcross, 30092
  • Salary: $20.63 - $23.57 / hour
  • Job Type:Contract

Posted about 1 month ago

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.