Service Coordinator
EarthLink Inc. - Rochester, NY

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The Service Coordinator performs a key role for the Application Services (Hosted Voice/Systems) Provisioning team. The ideal candidate will be responsible for overall project implementation for assigned accounts associated with order confirmation, establishing key milestones to ensure the installation schedule is met, coordinating with all internal and external groups for seamless test and turn-up, and closing the loop with the customer to ensure all products and service were delivered as ordered.

Responsibilities include but are not limited to:

•Primary point of contact with the customer ensuring their service implementation is delivered timely, accurate, and on budget
•Track order progression, communicate progress, and coordinate installation for flawless execution in the highest quality manner. Includes directing efforts for both internal teams to EarthLink Business as well as, external vendors
•Tracking the order progress with various tools, including Metasolv, STAR and Excel, Remedy
•Responsibility for multiple customers, multiple sites, and multiple orders
•Instrumental in the management and assessment of meeting project timelines, identifying and removing barriers/obstacles, and work with customers, vendors, and internal departments for resolution.
•Establish critical milestones for the project and ensure they are met
•Display sense of ownership of project from start to finish


Required Skills/Competencies:

•2+ years' in a customer service role - scheduling experience preferred
•Excellent written and verbal communications skills
•Detailed organizational skills with the ability to summarize owners and actions
•Ability to report customer project status and drive results – escalate to upper management, when appropriate
Experienced user Microsoft Office: Word, Excel, Project, etc)
•Background in telecom preferred
Minimum Education: Minimum High school diploma, or GED, Associate degree in Business desirable

Other: Must be able to sit / stand / be on the telephone for long period of time and perform other physical demands of the position

About this company
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Some of us spend way too much time online, and EarthLink is OK with that. The company provides Internet connections to more than 1 million...