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Team Overview
Role Overview and Core Responsibilities
- Serve as a key contributor on the Voice team by responding to and resolving customer support tickets and escalations using established methods, procedures, and documentation.
- Review, process, and manage telecommunications service requests, including LSRs, LOAs, COBs, CSRs, LIDB, CNAM, and E911 records for Toll Free/International, Residential, Business, Government, and Enterprise port-ins and port-outs.
- Read and interpret Local Service Requests (LSRs) to understand the current telecommunications environment and translate requirements into the requested service changes, including moves, adds, changes, disconnects, and ancillary services.
- Manage work tasks across internal TransUnion systems and customer systems while tracking multiple order types, priorities, and critical dates simultaneously.
- Communicate with internal resources, vendors, and customer teams to obtain required information, complete internal orders, and follow up to ensure timely responses and service delivery.
- Facilitate daily calls with vendor and customer teams, provide order status updates, resolve questions or issues, and proactively advise customers of delays or changes.
- Investigate, report, escalate, and resolve service issues while maintaining a sense of urgency and professionalism when handling sensitive customer matters.
- Monitor work queues and order assignments to ensure timely processing and coordination of escalated orders.
- Participate in Quality Assurance activities by auditing vendor cases, providing QA coaching, and sharing valuable feedback during QA calibration calls.
- Assist with special projects, training, and education for other departments or individuals as assigned by management.
Required Knowledge and Experiences
- 5+ years of telecommunications experience involving Local Service Requests (LSRs), specifically port-ins and port-outs, including moves, adds, changes, disconnects, and ancillary services such as E911, Caller ID, and directory listing.
- Proven experience in a Customer Service, Service Delivery, or Provisioning role, with the ability to deliver an excellent customer experience and exceed customer expectations.
- Strong understanding of telecommunications provisioning processes, voice and numbering operations, and order management workflows to support accurate and timely service activation.
- Strong analytical, problem-solving, organizational, and time management skills, with the ability to balance multiple tasks, deadlines, order types, and customer priorities simultaneously.
- Associate degree or higher preferred, or equivalent experience and knowledge relevant to telecommunications provisioning, service delivery, or customer operations.