VoIP Customer Coordinator

Location: Washington, D.C.
Full-Time Permanent

Job Overview

The VoIP Customer Coordinator is responsible for supporting VoIP customers during the implementation process to ensure they receive excellent customer service and become a referral agent and customer for life.

Responsibilities & Requirements

• Acts as customer advocate and manages the customer experience from sales order approval to post-installation.
• Manage the process of customer implementation by creating the Workbook:
  • Receive approved sales order and contact customer.
  • Send order confirmation welcome letter and schedule on-site meeting.
  • Assist customer with completing the Workbook information; including auto attendant, hunt groups, queue, user information, etc.
  • Obtain signed LOA, phone bills and Customer Service Record (CSR) and any information required from customer to ensure timely number porting.
  • Schedule and facilitate the Design Review Meeting (DRM) with Operations, Provisioning and Engineering to approve all information in workbook, verify the install timeframes and gain implementation approval.
• Manage the Implementation process:
  • Communicates directly with customer providing weekly status updates and information regarding implementation.
  • Conducts end-user training including receptionist and admin functions.
  • Follow up with customer to determine any post-installation punch list items.
  • Ensure any and all "punch list" items are resolved.
  • Once 100% complete, close install ticket and submit billable ticket to Sales Operations and Accounting.
• Act as Customer Advocate post installation to resolve any issues.
• Excellent customer service or sales experience.
• Strong computer skills; including expert level use of MS Office suite.
• Traditional telephone and hosted PBX experience required.
• Attention to detail.
• Strong sense of need to complete on time and within specified timeframes.

Company Overview

Allied is a premier organization founded in 1990. Allied is a facilities based telecom service provider headquartered in Washington DC. Since 1996 Allied has been powering the 'who's who" of DC including major universities, public school districts, government agencies, defense contractors and a number of the District's largest and most prestigious law firms, non-profits and businesses. Allied's expansion into east coast markets including, Baltimore, MD and Philadelphia, PA are indicators of our strength, market insight, and high growth potential. Allied is a creative, dynamic and growing environment. Change and a commitment to excellence are embraced. Allied is an innovative technology company that understands success is about having the "right" technology and the "right" people.

Allied Telecom has a commitment to its Community, Employees and Employee's families. We offer outstanding benefits - Health Insurance (low cost - full coverage), FSA's, 401(k), PTO, Holiday Pay, Employee Assistance, Training and Give Back! Programs are just a few of the perks!!

Send Resumes: careers@alliedtelecom.net