Implementation Specialist

Frontier Communications; Norwalk (CT); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

PTO 20 days + 10 holidays

Medical/dental/vision benefits

401k match 50% on 6%

Tuition assistance

Parental leave

Job summary

Frontier Communications is seeking an Implementation Specialist to provide post-sale provisioning and implementation for commercial customers. The role ensures timelines meet contractual requirements while delivering high service levels and maintaining clear communication with customers.

The ideal candidate will manage multiple tasks, interpret contractual language, and coordinate with internal teams to keep projects on track from inception to completion.

Qualifications

• Ability to multitask and meet deadlines.
• Strong communication and customer service skills.
• Ability to interpret contractual or technical language.

Responsibilities

• Review Scope of Work and data forms for accuracy.
• Confirm Product schedule and required signatures.
• Be the single point of contact for project implementation.

Skills

Project management

Order entry

Customer service

Cross-functional collaboration

Microsoft Excel

Tools

Salesforce

M6

DPI

Job description

Verizon recently acquired Frontier and plans to transition non-union Frontier employees into Verizon compensation and benefits programs. This position will be part of that planned transition.

Implementation Specialist

What we're seeking:

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.

What we need in you:

• 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

What you'll do:

• 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 escalated 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.

What background you should have:

• 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.

Preferred Qualifications:

• 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
• 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
• Same-sex spouse and domestic partner benefits coverage
• 10 weeks of paid parental leave, 3 weeks of paid caregiver leave, and up to $10k in adoption program assistance

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values. We firmly believe in leveraging the strength of diversity to drive digital connectivity forward.

Frontier Communications is an Affimative 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 based on disability.