Duties & Responsibilities:
Manage the day-to-day activities for all open projects, ensuring tasks are completed, the project is moving along. Running audits for the sales team to provide serviceability
Work directly with our sales, support, and accounting teams to coordinate and gather information about potential clients and existing clients by calling previous carriers and finding out if the client is under contract or obligations, documenting all notes under projects/leads/client info within our business management platform, Utiliko.
Serve as the liaison between internal teams (Sales, installation, support, accounting) and the client to ensure that the project is moving along successfully. This requires attending sales meetings to get Knowledge Transfer, relaying that information for parts to be ordered and the installation team and support team to ensure proper numbers are ported, correct services are getting installed, keeping the client abreast of all upcoming installation dates, and finally ensuring the previous services are disconnected from the old accounts of the client and our accounting team starts billing our new service. Lastly, ensure previous services of clients are canceled and everything is fully documented.
Calling and disconnecting accounts once projects are installed, understanding the telecom world of how porting a number works, placing orders for new services with our partners for new internet service, answering calls/emails, and coordinating installation with our clients.
Once projects are installed, ensure we set up the client for billing in Utiliko, ensuring if there are any past due invoices, we contact the client and collect payments, answer calls and respond to client issues, create support tickets for them, and route those tickets to support staff.
Documentation of all responsibilities, creating training videos, taking charge of creating new workflows to make the company and process more efficient for both the Client and our
Presales: Work directly with our sales, support Key Performance Indicators (KPI)
o Run serviceability for the sales team within 24 hours
o Follow up with salespeople on completed audits to ensure they have all the info needed
✅ Project Coordinator
o Ensure projects are created based on signed agreements
o Manage client onboarding calls
o Order any hardware/equipment needed for the project
o Order Internet services
o Coordinate with the support team to setup FOC dates, schedule on-site & remote tech installation
o Disconnect previous carriers on behalf of the customer
o Send the Project to the Accounting team to ensure it is properly billed on a time
o Customer satisfaction survey to ensure everything has gone well and the customer is happy
✅ Updating Comments / Status
o Be sure to update ALL of your comments on the projects/tasks/tickets/etc so that other people are aware of the latest status.
o Be sure to update the status of ALL modules within the system and accounting team to coordinate and gather information about potential clients and existing clients by calling previous carriers and finding out if the client is under contract or obligations, documenting all notes under projects/leads/client info within our business management platform, Utiliko.
Tools of Trade:
✅ Basic software such as Google Docs, Online Search, Windows shortcuts, Email.
✅ CRM tools for documenting notes, leads, creating clients, agreements and etc.
✅ EXTREMELY well organized & punctual.
✅ Must be a self-starter, out-of-the-box thinker, and problem solver.
✅ Positive mentality and thinking.
✅ Great listener to drill down and find pain points.
✅ Experience in client onboarding for at least 2 years.
✅ A commitment to excellent customer service.
✅ Excellent written and verbal communication skills.
✅ Superb interpersonal skills, including the ability to quickly build rapport with both customers and suppliers.
✅ Experience using computers for a variety of tasks.
✅ Competency in Microsoft applications including word, excel, and outlook.
✅ Able to work comfortably in a fast-paced environment.
✅ Professional, well-mannered, extremely well organized, self-motivated, hard (smart) working, reliable communication methods (phone, internet), out-of-the-box thinking, & problem solver.