Project Porting Coordinator at BitCo

The Project Porting Representative position is part of a team that is responsible for the overall service delivery of voice and number porting to customers (new and existing) from the time the order is received to order completion. In addition, the Project Porting Representative directive is focused on providing quality customer service experience, timely product delivery, strong task management skills that the ability to identify problems and provide constructive resolution.

Essential Duties and Responsibilities

• Creates and processes all new ports for new or existing customers accurately and timely.
• Responsible for verifying accuracy, provisioning and tracking orders from implementation/delivery to billing.
• Responsible for handling local number porting escalations by facilitating close and frequent customer communication and escalating with underlying carriers.
• Responsible for handling project ports for core professional services projects, closely updating the project manager and customer on porting updates throughout the lifecycle of the project
• Initiate and maintain regular communications with customer and vendor to review and verify order, review required information to provide services requested, schedule/coordinate service installation and communicate milestone dates with Customer and/or Vendor.
• Follow standard due date guidelines for each underlying service provider.
• Demonstrated ability to meet deadlines and handle multiple projects and cases.
• Contributes to team effort by accomplishing related results as needed.
• Perform other duties as assigned.
• Manage day to day order process to ensure completion within established intervals.
• Perform data validation and entry as required.
• Develop and maintain liaison relationships both internal and external to the company.
• Closely monitor porting lead times to ensure optimal port turnaround time
• The ability to escalate LNP Port In’s
• Work closely with assigned project manager to ensure installs are properly handled.
• Troubleshooting with the Vendor for service impacting issues.
• Resolve assigned customer ticket issues.
• Ensure supplemental request are properly handled internally and externally.

Qualification and Hard Skills Required:

• Two or four-year college degree (preferred, not required).
• Relevant work experience: 2+ years of telecommunication porting related experience.
• Must have an understanding of the project lifecycle
• Be able to handle a plethora of clients and projects.
• Must be proficient in the use of Microsoft Office 

Knowledge, Soft Skills & Abilities Required

• Customer Service, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking, Critical Thinking, Pro Activity, Time Management, Organized, Troubleshooting skills.
• Ability to use a computer and basic software applications; for example Microsoft Word, Microsoft Excel.
• Ability to handle and prioritize multiple tasks while maintaining attention to detail.
• Ability to work effectively in a team environment and independently.
• Foundational level experience and understanding on how the basics of porting works (Submitting ports and facilitating communications with core carriers)
• Excellent verbal and written communication.
• Excellent organizational skills.
• Ability to escalate to 2nd level with carriers and follow-up for issue resolution.
• Attention to detail