Implementation Specialist

As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America-creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!

SUMMARY:
The Implementation Specialist role will provide post-sale provisioning and implementation of Frontier's strategic products/services to ensure Frontier meets its contractual requirements while delivering exceptional service levels to our commercial customers. The position includes daily customer contact to communicate project status and works closely with all internal departments to ensure implementation timeline and level of service are met or exceeded.

DAILY RESPONSIBILITIES:
* Review Scope of Work & Data Gathering Forms to ensure accuracy and completion.
* Review and confirm the accuracy of the Product schedule and its required signatures - including Business Decision Tool (BDT) approvals, etc.
* Complete a formal customer introduction within 48 hours of project assignment to communicate their role as the "single-point-of-contact" for the project implementation.
* When Vlocity automation cannot occur, this role is responsible for providing the Ethernet products in our provisioning tool (M6) as PSR based on data provided on Salesforce order requests.
* Responsible for creating accurate billing in our billing system to ensure correct invoice generation.
* This position is responsible for the order workflow/provisioning plan in M6.
* Communicate and work closely with all internal departments as needed to escalate and to meet project timelines.
* Escalate to leadership as needed with each associated workgroup
* Schedule & lead status meetings with written agendas with sales team members and customers when needed
* Prepare meeting agendas, schedule & lead status calls with internal operational departments when project dates are in jeopardy or as required.
* Throughout project implementation, this role will frequently communicate with the customer to ensure they are well informed and receive answers to questions quickly.
* This position is the primary point of contact for the project. Lead all efforts for implementation and escalations to meet the installation date(s) while keeping the customer and account representative in the loop of all communications.
* May include other duties as assigned.

REQUIRED SKILLS:
* A minimum of 1-2 years of telephony industry experience (focusing on project management and order entry skills).
* Extensive knowledge in data-gathering forms and reporting.
* Knowledge of Microsoft Office applications (especially Excel, Word & PowerPoint).
* Deep knowledge of Ethernet, VoIP, and Managed Services.
* Thorough understanding of the ordering process related to commercial telecommunications products/services.
* Ability to work cross-functionally from project inception to order completion.
* Knowledge of M6, DPI, and other systems routinely used in day-to-day operations.
* Knowledge of Salesforce CRM with order workflow preferred.

ORGANIZATIONAL SKILLS:
* Ability to multitask and prioritize assigned functions to meet strict deadlines
* Must have outstanding communication/customer service skills
* Ability to interpret contractual or technical language and ensure its application in the daily task(s)
* Ability to manage high volumes of work and maintain customer service levels to customers
* Ability to adapt quickly to changes within a current process or digital adoption

DESIRED SKILLS:
* Ability to understand design/engineering layouts & telecommunication terminology
* Experience communicating difficult conversations with customers and customer leadership teams
* Ability to problem solve and provide clarity when data is complex and perplexing.

What We Offer:
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer includes:
* 20 PTO (Paid Time Off) days + 10 paid holidays per year
* Salary Range: $65,000 - $87,000
* Day one medical, dental, vision and prescription drug plan
* 401k match of 50% on 6% of eligible compensation
* Tuition Assistance Program
* Personal & Work Life Balance Resources & Wellness Support Assistance
* Employee Resource Groups
* 10 weeks of paid parental leave, & a phased return to work program for new parents
* Up to $10k in adoption program assistance
* 3 weeks of paid caregiver leave

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve. If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.