About Intelletrace

At Intelletrace, we are guided by our core values of Communication, Teamwork, Respect, Accountability, and Learning. We believe in fostering an environment where every team member is empowered to excel, innovate, and contribute to our shared success.

The Opportunity

The Intelletrace Service Delivery Team is looking for a Service Coordinator/Project Manager (Telecom) to successfully coordinate and deliver all assigned vendor orders (new circuits/cross-connects, phone services, physical network location moves, modifications to existing services, and cancellations), often with time-sensitive deadlines. This includes the execution of multifaceted projects typically consisting of a set of closely related projects or associated activities. The Service Coordinator/Project Manager (IT/Telecom) position involves demanding levels of internal and customer-facing communication. The primary objective is to provide excellent customer service, working smoothly with both internal and external Customers; ensuring on-time delivery in accordance with Customer and Company expectations.

What You'll Do

• Manage the full delivery of services (circuits, cross-connects, phones, managed hardware, physical network location moves) and ensuring time-sensitive deadlines are met.
• Communicate with management on the status of tasks and workflows; informing internal customers and setting accurate expectations.
• Work with vendors to coordinate deliverables, schedule tests, manage troubleshooting and validate billing details.
• Manage the internal database systems to accurately reflect service, system and vendor records.
• Contribute to Vendor Service reviews.
• Perform as a Level 1 escalation contact; propelling internal Teams after delayed or missed delivery of elements vital to project implementation, including equipment, fiber, Infrastructure, and 3rd party vendors.
• Handle and resolve any issues for customers that are escalated for management attention.
• Interface directly with the customer to communicate resolution of escalated requests, on-going project status & issues and answers to questions. Communications will be made via face-to-face meetings, email and/or regularly scheduled conference calls.
• Manage and process Salesforce customer and order records, including disconnect orders and cancellations.
• Create and maintain project work schedules, tracking customer requirements and translating customer requests into project deliverables.
• Manage day-to-day project tasks for implementing Products and Services, from close of sale through hand-off to Customer Support.
• Demonstrate proficiency in Service Delivery by managing multiple concurrent projects.
• Coordinate other functional interaction to support implementations of projects.
• Monitor work-flow requirements to meet timelines and quality expectations.
• Demonstrate the ability to proactively prioritize requirements and effectively manage resources.
• Maintain customer focus and a desire to work effectively across functions in a continuous improvement and dynamic environment.
• Demonstrate initiative to anticipate requirements and act upon them before requested or required by the situation.
• Accomplish a comprehensive understanding of Product and Service offerings.
• Provide outstanding attention to detail.
• Uphold a high level of communication skill, both written and verbal.
• Perform other duties and responsibilities, as assigned.

Who You Are

The ideal candidate is an experienced Telecom customer service professional and a detail-oriented self-starter with a strong sense of professionalism and accountability. You must possess excellent problem-solving skills and a high degree of initiative, essential for managing multiple concurrent projects and acting as a Level 1 escalation contact.

Required Qualifications

• Education: An Associate's Degree or an equivalent combination of education and experience in a related field is required. A Bachelor’s Degree is preferred.
• Experience: 2-4 years of customer service experience is required. 3-5 years of customer service experience is preferred. Previous customer service experience in the Telecom industry is preferred.
• Technical Skills: Proficiency with Microsoft Office Suite and experience with applicable databases, systems, and vendor software programs.
• Core Competencies: Demonstrated excellence in Oral and Written Communication, Initiative, Judgment, Problem Solving, Professionalism, Drive for Excellence, and Accountability.

Physical Demands

This is a remote position. The role requires the ability to sit for extended periods, use hands to finger, handle, or feel, and talk or hear. The employee will occasionally need to lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity Statement

Intelletrace is an Equal Opportunity Employer. We are committed to a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

E-Verify Statement

Intelletrace participates in E-Verify to confirm the employment eligibility of all newly hired employees. We will provide the Social Security Administration (SSA) and the U.S. Department of Homeland Security (DHS), including U.S. Citizenship and Immigration Services (USCIS), with information from each new employee’s Form I-9 to confirm work authorization.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Paid time off

Application Question(s):

• Do you have 3 years of Project Management, Team Lead, Client interaction skill sets?
• Have you worked for any of the following: ATT, Verizon, Lumen, Zayo or any other Local Exchange Carrier?
• Do you have knowledge and understanding of Ethernet, SDWAN, point to point, dark fiber and internet products.

Education:

• Bachelor's (Preferred)

Experience:

• Project Management/Telecom: 3 years (Required)

Work Location: Remote