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Job Description Summary:
The Carrier Provisioning Representative is responsible for the end-to-end processing and coordination of customer services across Access (circuit provisioning), Local Number Portability (LNP), and Toll-Free (TF/YF) ordering.
This role manages installs, changes, disconnects, and porting activities while ensuring accurate order submission, proactive follow-up with carriers, and on-time delivery. The position requires strong attention to detail, ownership of order lifecycle, and the ability to work across multiple systems, carriers, and service types.
Job Description:
Essential Duties and Responsibilities include the following (other duties may be assigned):
Order management & execution
- Process and manage orders for LNP (port-in and port-out requests), Toll-Free (TF/YF) provisioning and routing updates, and Access services (Ethernet, DIA, Broadband).
- Submit accurate orders to carriers and vendors, ensuring all required information is complete.
- Manage installs, changes, and disconnects across all supported service types.
Order lifecycle ownership
- Own the full lifecycle of assigned orders from submission through completion.
- Track order progress, monitor milestones, and ensure adherence to committed due dates.
- Perform or support service validation, including test calls, turn-up confirmation, and routing validation.
- Maintain accurate and timely updates in all required systems (OSS, tracking tools).
Carrier & vendor coordination
- Proactively follow up with carriers and vendors to drive order progress and resolve delays.
- Coordinate across multiple carriers for porting, circuit delivery, and toll-free routing.
- Support issue resolution by gathering details and driving next steps with appropriate parties.
Issue identification & escalation
- Identify risks, delays, or discrepancies that may impact service delivery.
- Escalate issues appropriately and follow through to resolution.
- Support troubleshooting for provisioning, routing, or activation-related issues.
Communication & collaboration
- Provide clear, concise status updates to internal teams supporting customer communication.
- Partner with cross-functional teams, such as Service Delivery and Engineering, Support, to ensure successful delivery.
- Respond to inquiries within team queues or shared mailboxes in a timely manner.
Knowledge, Skills and Abilities Requirements:
- Excellent attention to detail with the ability to manage multiple complex orders simultaneously.
- Effective time management and organizational skills in a fast-paced environment.
- Ability to prioritize workload and adapt to shifting priorities and deadlines.
- Strong problem-solving skills with a proactive, solutions-oriented mindset.
- Strong sense of ownership and accountability for order delivery.
- Ability to work independently while collaborating effectively within a team.
- Positive attitude, persistence, and strong work ethic.
- Self-motivated with a willingness to take initiative and learn.
- Clear and professional written and verbal communication skills.
- Strong computer skills required: Outlook, Excel, Word, and provisioning/order management systems.