POSITION DETAILS: Service Coordinator

LOCATION: Remote, in Colombia

DEPARTMENT: Service Delivery

REPORTS TO: Service Delivery Manager

 

POSITION SUMMARY: 

Are you passionate about creating meaningful connections? Well, we are, too. In fact, we are committed to finding new ways to help people connect with what’s important to them. It starts with the connections we create with each other. Those relationships fuel the innovative tools we build for our partners and customers.

Broadvoice is looking for an experienced Service Coordinator to join our growing team. In this role, you will work independently to manage the design and implementation of customers applications from assigned sales orders. You will be vital for the successful implementation of new and existing customer services as the single point of contact, from contract execution to fulfillment of services. Responsibilities include but are not limited to product verification, services configuration, management of order movement within order/provisioning management systems, Customer/Vendor/Partner communications, organization of internal teams associated with order processing, manage escalations, and effectively schedule all deliverables for a successful customer onboarding. Broadvoice’s primary service offerings include VoIP, Data, & Internet. This position requires a strong independent work ethic, proficient time management skills, and the ability to multitask in a dynamic work environment

This role will support our US based clients and English language proficiency is required. 

 

KEY RESPONSIBILITIES:

  • Utilizing Salesforce, analyze order documentation for thoroughness and accuracy, confirming that all required documentation is available. Identify and communicate to sales any missing information before processing.
  • Act as the central point of contact for the client and Partner in all aspects of the implementation lifecycle including, but not limited to: order review and verification, design call scheduling and management, service installation scheduling and coordination, and client and Partner communication of milestones and important dates..
  • Collaborate with the Install Team to schedule and coordinate the Site Survey and installation. Communicate any interview results, challenges, and updates that need to happen prior to installation with the client and/or Partner.
  • Schedule, coordinate, and perform the design call with the client, to develop the line configuration, builds, and call flow.
  • Proactively communicate any and all installation milestones and firm order commitment (FOC) dates.
  • Verify that all the implementation milestones have been met prior to installation and effectively communicate and coordinate the install date with all required parties.
  • After activation, review the first bill with the client. • Monitor port requests from inception to completion • Perform other duties as assigned.

 

WHAT YOU BRING TO THE TEAM: 

  • Strong organizational skills (time management, prioritization, etc.)
  • Experience with CRM systems, preferably Salesforce
  • Experience using MS Office tools; technically savvy
  • Project management experience (PMP certified a plus!)
  • A track record of problem-solving and managing multiple tasks while paying close attention to detail
  • Ability to think on your feet and solve escalations on the fly
  • Exceptional verbal and written communication skills
  • Familiarity with the telecommunications industry and a B2B SaaS business model (a plus!)

ABOUT BROADVOICE: 

Broadvoice is more than just a leading cloud communications company; we're the architects of global connections. With dedicated offices across the United States, Latin America, and Europe, we are united by a shared passion for inspiring meaningful human connections. Our mission is clear: to personalize how people communicate, ensuring that our technology enhances teams' ability to connect with what truly matters no matter where work takes place.

Communication is the lifeblood of success, whether connecting with customers or collaborating with colleagues. At Broadvoice, our platforms create opportunities to interact, share ideas, and bring visions to life. We believe that human interaction is the cornerstone of brilliance, and we prioritize it in everything we do.

Our success at Broadvoice hinges on our vibrant culture. We take pride in our dedicated culture team, working tirelessly to foster a supportive and engaging work environment for all employees. Through community-building, collaboration, and personal and professional growth initiatives, our culture team ensures that Broadvoice is a place where everyone can thrive.

Broadvoice is committed to diversity, equity, and inclusion (DEI). We have an active DEI council open to all global employees, driving DEI initiatives worldwide through newsletters, webinars, fundraisers, book clubs, and more. By cultivating a culture of belonging, we empower our team members to be their best selves and contribute to our mission of inspiring meaningful human connections.

We value our employees and offer comprehensive benefits packages, including paid vacation and holidays, along with a host of other perks.

Broadvoice is an Equal Opportunity Employer. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform their job functions.

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