Full TimeSaint Ann, MissouriPosted 09/13/2025Areas of interest: Customer Operations, ProvisioningRequisition Number: 2025-61723CSD550
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Responsible for managing the coordination of all activities that contribute to processing of customer- initiated service installation, service change requests and activation of these services. Ability to manage a large team using multiple applications. Handles all Telephone service order fall outs resulting from LNP (Number Porting), Provisioning and e911 related exceptions, and ensure that orders are 100% Field Ready from Service Delivery perspective. Responsible for processing of customer-initiated and LEC/ILEC/CLEC (Local Exchange Carrier / Incumbent Local Exchange Carrier / Competitive Local Exchange Carrier) initiated port requests to retain a phone number across carriers. Effectively manages all exceptions in a timely manner by contacting the customers if/when required to resolve these exceptions. Also responsible for managing fallout related to E911 MSAG address discrepancies timely e911 Emergency Handling Database (PS/ALI) updates enabling accurate e911 service and switch provisioning fallout.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Manage daily activities of supervisors and PAC Coordinators to ensure group follows defined methods, policies and processes to process all service orders; ensure achievement of productivity, quality and service delivery performance metrics.
Oversee Order Management (OM) performance including order processing performance metrics, error rates, completion rates, jeopardy resolution and customer service responsiveness.
Provide guidance to Service Delivery Coordinators with order processing questions, service complaints; answer questions regarding telephone services and products; discuss billing questions and service concerns; provide instruction on troubleshooting techniques including escalation procedures to be used with trading partners; handle escalated service issues when needed.
Collaborate with IT for the development and on-going operational support for provisioning systems (Order Manager and NextGen).
As the Service Delivery subject matter expert for all order management and Local Number Portability related activities act as liaison with Product teams and IT for requirements of new product development or enhancements.
Act as liaison to third-party vendors supporting Local Number Portability and fallout resolution.
Assist with budget process; manage departmental expenditures.
Hire, evaluate, coach and counsel personnel in performance of duties; ensure training needs are met; monitor order processing performance for all representatives and provide feedback to supervisors.
Interface with other departments to handle customer situations; research customer complaints and process corrected orders into systems (includes telephone billing, LEC/ILEC systems, Provisioning/Switch applications, NPAC (Number Portability Administration Center), CARE (Customer Access Record Exchange); research E911 systems for customer accounts issues related to invalid MSAG addressed.
Oversee and ensure compliance to regulatory requirements in all customer contact, order processing and number portability processing tasks in all telephone markets.
Develop order processing practices and policies and ensure compliance with regulatory and company objectives in each telephone market.
Ensure department standards regarding courtesy and productivity are maintained and budgeted quotas are met.
Perform other duties as required.
Required Skills/Abilities and Knowledge
Ability to read, write and speak the English
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Telephone Billing Systems, etc.)
Knowledge of all functions and related tasks in the area of telephone service delivery
Knowledge of MSAG/E911
Knowledge of Local Number Portability
Knowledge of Telephone, HSD and Video Products
Knowledge of Provisioning/Switch
Knowledge of telephone products and services
Knowledge of telephone regulations for customer service and service delivery
Knowledge of service trouble shooting diagnostic procedures
Knowledge of general accounting and billing procedures
Required Education
Bachelor's degree in business or related field or equivalent experience
Required Related Work Experience and Number of Years
Telecommunications experience - 2-3
Customer service experience - 6
Management experience - 6
CSD550 2025-61723 2025
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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