Job Description

WHY IS THIS ROLE IMPORTANT?

The LNP Project Coordinator will play a vital role coordinating the orderly transfer of telephone numbers from the losing service provider for our major customers. This role will facilitate the LSR (Local Service Record) process utilizing the Support Team and will communicate activity to between the Support Team and customer. You must be able to manage large-scale porting projects including high-volume of orders, customer scheduling, and service activations on behalf of customers.

In this role, you’ll work across nearly all of Peerless Network’s functional areas, but mainly Account Management, Project Management, Service Activation Teams, and Enterprise provisioning. Some of the essential functions include:

• Manages high-volume, high-touch LNP projects and accounts.
• Coordinates all LSR activity with the Support Team from beginning to end.
• Assures SLAs are being met, tasks are completed on time and system notes are detailed and comprehensive.
• Works with Support Team and Customer to resolve orders in Clarification Requested Status.
• Manages carrier and customer escalation processes.

JOB RESPONSIBILITIES:

• Manage assigned customer orders from beginning to end; including prioritizing orders with the LSR Support Team and making sure all SLAs are being met.
• Review order rejects before they are placed in ‘Clarification Requested’ status. Resolve any immediate issues or confirm additional information is required from the customer.
• Follow up with customers on orders that have been sitting in ‘Clarification Requested’ status.
• Handle both internal and external customer escalations and expedite them as necessary.
• Assist the LSR Support Team in handling complex and difficult orders.
• Coordinate calendar invites for ‘Activations.’
• Activate service in scheduled timeframe and within customer parameters.
• Review orders in ‘Pending Activation’ status and cancel any order where the FOC (Firm Order Commitment) is no longer valid then notifying the order originator.
• Respond to all new number requests, 911 updates, and other customer requests within 24 hours.

Qualifications

YOU’RE THE RIGHT PERSON FOR US IF YOU:

• Possess strong organizational skills, an in-depth knowledge of the porting process, and an ability to juggle hundreds of orders and other customer commitments at a time.
• Have a minimum of 1-3 years of experience within the telecommunications industry and/or the LNP process is ideal, but not required. Onsite training will be provided.
• Can navigate through all internal and external carrier portals.
• Have a high aptitude to manage large-scale projects and maintain a high level of customer satisfaction.
• Demonstrate an understanding of internal procedures, resourcefulness, and be dedicated to Peerless Network’s values.

Additional Information

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.

Peerless Network (an Infobip company) is an Equal Opportunity Employer. All your information will be kept confidential according to EEO Guidelines.

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