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Senior Order Specialist
2 weeks ago
Position Title: Senior Order Specialist
$52,500 to $87,500 annually DOE
Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid
sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and
education reimbursement programs.
At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We're
delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by
mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT,
so does our need for team members who can help us grow and realize our goals.
We may be building internet, but we are reaching real people. We strive to build relationships and provide
customers and communities with refreshingly great experiences.
We emphasize our values in all our interactions:
Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put
ourselves in their shoes and give them our full attention.
Empowering You: We empower our customers to choose the products that best meet their needs, and
we support our employees to implement solutions that elevate the experiences of our customers and
coworkers.
Innovation and Improvement: We always look for ways to make the experiences of our customers -
and each other - better.
Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a
corporation.
Job Summary
The Senior Order Specialist (ASR and LSR) will be a key part of the ordering team responsible for Access
Service Requests (ASRs) and Local Service Requests (LSR). The Order Specialist (ASR and LSR)
oversees the flow of the order by tracking it from submission to completion. The Order Specialist (ASR
and LSR) monitors the pace of the order through each requisite department and facilitates the expedition
of installed orders. The Senior Order Specialist (ASR and LSR) is the carrier's primary point of contact
from submission to completion of orders and acts as direct liaison between the customer (carrier and end
user), and internal departments.
Essential Duties and Responsibilities:
The Essential Duties and Responsibilities listed below are a range of duties performed by the
employee and not intended to reflect all duties performed.
• Day-to-day order operation of ASR and LSR Order processing, including but not limited to the
following:
o Review all ASRs and LSRs for comprehensiveness
o Determine if the information is correct, complete, and accurately describes what the
customer is ordering by validating required data fields using industry standard guidelines
(i.e. NC/NCI decoder)
o Interface directly with customer to resolve discrepancies between request on ASRs and
LSRS
o Issue orders in appropriate provisioning system M6
o Determine tariff that is applicable
o Translate ASR data codes into recognized USOCs and terms
o Based on appropriate tariff, create layout of circuits ordered, complying with high capacity
hierarchy, to determine billable components
o Establish appropriate non-reoccurring and reoccurring charges for each order based on
the corresponding tariff or individual customer contract
o Interface with customers with updates on order status and resolve questions or issues
o Proactively advise customers of delays or changes pursuant to available facilities in area
o Coordinate the escalation of orders
o Provision network builds for new carriers and expansion of existing networks
o Perform other duties as required to support the business and evolving organization
Qualifications:
• High school diploma or GED required.
• Bachelor's degree in Communications, Management of Information Systems, Engineering, Math,
Science discipline, or equivalent combination of education and experience is required.
• Minimum of Seven (7) years of Telecommunications (ISPs, MSOs & Telcos) experience required.
• Minimum of three (3) years of Commercial customers order operation or billing support
management experience required.
• Knowledge with services such as DS0, DS1, DS3, Optical services, Layer 1 and Layer 2
Ethernet, Switched Access, UNE, ATM, Frame Relay, etc.
• Knowledge of ASOG (Access Service Ordering Guidelines) and LSOG (Local Service Ordering
Guidelines).
• Understanding of the VFO, DPI and M6 systems. Access and Local Product & Service
knowledge.
• Experience with Fiber, Ethernet, TDM/SONET networks technology & protocols would be an
asset.
• Strong attention to detail and problem-solving skills required.
• Ability to provide excellent customer service.
• Excellent written and verbal communication skills across all levels (team members, peers &
senior management).
Knowledge, Skills and Abilities:
• Ability to work independently and apply sound judgment and reasoning skills to a variety
of situations.
• Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
• Strong verbal and written communication, attention to detail, and organizational skills.
• Ability to work within critical deadlines.
• Ability to adjust to rapidly changing priorities and schedules.
• Ability to provide excellent customer service.
Work Authorization
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available
for this position.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee
to successfully perform the essential functions of this job. Reasonable accommodation may be made
to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining the physical condition necessary for bending,
stooping, sitting, walking, or standing for prolonged periods of time; most of the time is spent sitting in a
comfortable position with frequent opportunity to move about. The employee must occasionally lift
and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance
vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
Work is performed in an office setting with exposure to computer screens and requires extensive use of
a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office
setting.
Diverse Workforce / EEO:
Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless
of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and
the presence of a non-job-related handicap or disability or any other legally protected status.
Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber
may require a pre-employment drug screening.
Ziply Fiber is a drug free workplace.
