Wireline Customer Support

Duration: 6+ months
Location: 100% REMOTE
 
We are seeking an experienced Wireline Migration Customer Outreach Specialist to support customers transitioning from legacy wireline services to replacement solutions. The ideal candidate will have experience in telecom customer support, account management, service delivery, quoting, and order processing. This role serves as the primary point of contact for customers responding to migration notices across Public Sector, Small and Medium Business (SMB), and Consumer segments. The specialist will own customer inquiries from initial contact through resolution, handling quoting and order activity directly whenever possible and escalating only complex cases requiring specialized support.

Responsibilities:

• Manage customer inquiries through email, phone, and voicemail, ensuring timely responses and effective resolution.
• Triage and prioritize requests based on urgency, customer size, and migration deadlines.
• Guide customers through migration options, including service upgrades, like-for-like replacements, and disconnections.
• Prepare quotes, support order entry and order processing, and accurately update line dispositions and tracking records.
• Conduct proactive outreach to customers who have not responded to migration notices, prioritizing accounts approaching deadlines.
• Support large enterprise and public-sector accounts, as well as high-volume outreach to SMB and consumer customers.
• Track inquiry volumes, migration outcomes, dispositions, and backlogs while maintaining accurate reporting.
• Identify recurring customer issues and recommend improvements to communication scripts, FAQs, and workflows.

Requirements:

• Experience in telecommunications, wireline customer support, account management, or service delivery.
• Knowledge of wireline services such as POTS, PRI, and Centrex, including replacement options, or the ability to learn quickly.
• Hands-on experience with quoting, order entry, and order management processes.
• Excellent written and verbal communication skills.
• Ability to manage high volumes of customer inquiries across multiple channels while meeting strict deadlines.
• Strong organizational skills, attention to detail, and a customer-focused approach.

26-01188
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