Sr Specialist-Order Enrichment in Rochester, NY at Windstream

Date Posted: 8/12/2019

Job Snapshot

Job Description

Job ID:19002416

General Summary:

The Sr. Specialist- Enrichment is an integral member of Windstream’s Service Delivery team and is responsible for understanding the customer’s requirements to ensure that the service solution ordered, meets and/or exceeds the customer’s expectations.  They must understand all products and the customer’s requirements to ensure that the service solution ordered, meets or exceeds the customer’s expectations.  This role is accountable for engaging the customer, Sales Engineering, SOC, Order Processing, Project/Project Coordination Management, provisioning, and other internal organizations to ensure he/she has the information to accurately confirm and ensure that a clean order is being sent to Order processing. Additionally, this individual will be accountable for address validations, customer confirmation call, confirming porting with customer, obtaining CSRs, creating SOWs, confirming demarc, verifying all products are correct and directory listing verification. This is a role that is key to developing and maintaining the trust of our existing/potential customers to ensure that we are creating a positive customer experience from the beginning.


Job Responsibilities:

  • Receive order in Winforce and validate all order requirements are attached to QPR.
  • Complete customer call which includes order summary, confirmation of products, service address validation, TN validation, verifying demarc, directory listing information, verifying local contact and technical contact information, completing DC for each for SOW requirements and submit order to Order Processing.
  • Review customer CSRs and review inventory with customer. Ensure TNs fall within the same rate center and confirm what each line will be used for.
  • Maintain an ongoing knowledge of Windstream’s products and technology.
  • Review order rejects in BPMS and correct issues on order before Order Entry keys order.
  • Act as a liaison between Sales/Sales Engineering, Provisioning, NIE, Order Entry and Project Management to achieve common goals.
  • Act as a SME in UAT environment on new product rollouts and system requirement testing
  • Act as a SME for on products and process as well as assist peers with training (when applicable)

Preferred Skills/Competencies:

  • 3-5 years Telecommunications experience, including experience with both voice and data services.  Must have knowledge of Telecommunications, Data communications, Networking technologies (IP, DSL, VPN, Web Hosting, Firewall, Wireless, Hosted Voice, MPLS products, Network Management and Security, Frame Relay, TDM, and ATM)
  • Solid knowledge of Hosted products, features and phones
  • Knowledge of MetaSolv, Winforce, Wincare CRM, and BPMS
  • Strong communications skills both written and oral
  • High Organization skills and attention to detail
  • Ability to influence and impact the listener
  • Ability to multi-task and work under pressure
  • Strong PC skills, including experience in Microsoft Word, Excel, PowerPoint

Job Requirements

Minimum Requirements:High School diploma or equivalent and 5 years experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.