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Company (NYSE: Company) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. Company offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.
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Vendor Escalations Manager I
Career Level Descriptions
Strong communication and follow up skills are a requirement. The purpose of the constant follow ups are to drive our Vendors to deliver a local loop that they may have missed a major milestone (i.e., late FOC, Missed FOC, Builds, etc.) on a daily basis. Accurate and detailed updates provided to our internal customer facing teams are critical.
This position is to monitor, track and report status on escalated Off-net local loops with our vendors and customer facing organizations for all circuit types with Late FOC/DLR, missed FOC and vendor/customer builds. In addition, provide timely updates via communication tools and systems used for Escalations.
Must have knowledge of Microsoft Office Suite.
Office –7+ hours per day
% of Time
Provide milestones and detailed information to our internal customers as it pertains to their orders to provide proper expectation to our customers
Responsible for managing escalated Off-net orders until delivery/resolution and handoff to Level3 Testing Team to test and accept loop handoff between Vendor and Level3.
Proactively follow up manage escalation tickets via systems used for Escalations.
Set up conference calls with Sales, CCM, OE and designers to resolve complex issues as it pertains to the order.
Identify “out of box” solutions, including temporary solutions with our access vendors to deliver the service to the customers within their requested delivery date.
** The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and additional responsibilities may be assigned, as required, by management.
Responsible for managing all aspects of a vendor escalation of moderate scope and complexity from receipt of escalation to delivery.
Performs all necessary tactics to drive the delivery of escalated customer orders with the third party vendor to agreed industry competitive lead-time intervals.
Monitor and prioritize tasks daily to ensure objectives ae being met and order is ready for implementation.
Responsible for communicating status to appropriate internal and external customers to drive a quick resolution.
Ensure all orders are well documented and workload is efficiently organized.
Must be able to work effectively with a variety of internal and external parties to achieve results.
Apply standard techniques, procedures and criterial in carrying out related duties.
Expedites/Escalates key orders which may be in jeopardy of exceeding standard intervals.
3+ years of relevant job experience. Relevant job experience is described as:
Job experience in similar industry
Job experience with similar essential duties
Bilingual Spanish is a plus
Education Level: Bachelor's Degree
Field of Study: Telecommunications, Project Management or Business Management
Will a combination of education and experience be considered? Yes
Other Job Requirements
Advanced verbal and written communication skills.
Ability to meet stringent deadlines
Must be able to work well in a team environment and demonstrate flexibility to adapt to quickly changing business environment and varying priorities
Advanced organizational skills.
Keen attention to detail.
Possess project management skills.
Self-starter with ability to multi-task effectively.
Highly professional and self-motivated.
Proven creative problem solver.
Ability to work productively and effectively under moderate guidance.
Strong working knowledge of Microsoft Office Suite.
Requisition #: 201125
No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
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