Order Management – Senior Analyst Account Services

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you will be doing…

Order Management will be responsible for creation, submission, tracking, and customer communicating order activities. This includes working with Verizon’s customers during their project implementation, tracking daily order activities to ensure Service Level Agreements (SLAs) are met. The Verizon Order Manager will be familiar with all aspects of the VOIP Service Delivery process that involves ordering, provisioning, tracking and customer communication. A good working knowledge of Verizon Business systems is required which includes, but is not limited to: Canvas, ESAP, ProQuest, OrderPro, and IntradaPro.

In addition, this role involves communicating order milestones to clients, Project Managers (PMs), and internal teams. Order Management will also work closely with VOIP team members to resolve complex or technical issues as they become proficient in the company's processes, systems, and products.

Responsibilities:

• Order Creation and Submission: Functions requires creation of the order and completion of the required ordering application fields by performing the following activities in accordance with current SLAs:
• Order tracking progress throughout the order entry and delivery process until revenue is fully realized, escalating issues as needed.
• Collaborating with other departments: Order Management will collaborate with various cross-functional teams and work with Sales, Project Management and National VOIP Provisioning to solve customer order issues.
• Troubleshooting issues: Order Management will analyze tickets to determine if there are reoccurring system issues that require either additional user training or if there is an underlying system defect that needs to be corrected by Verizon GTS teams.
• Establishing Business Relationships: Attend meetings with the account team, stakeholders, and customers to maintain strong business relationships and clear communication.
• Escalation Management: If an escalation is received, Order Management will maintain ownership and drive the issue to resolution by utilizing its full Services management hierarchy as well as by engaging the full Services management hierarchy of the groups they are escalating to. Escalations may be received as a result of, but not limited to, Expedited Orders, Order Issues, Emergency Network Conditions, or Engagements from Service Assurance.

What we’re looking for…

You'll need to have:

• Bachelor’s degree or four or more years of work experience.
• Four or more years of relevant experience, demonstrated through work experience and/or military service
• Experience within Order Management
• Business Customer Service experience
• Experience with troubleshooting and root cause analysis
• Experience in project management or order tracking
• Telecom Industry experience

Even better if you have:

• A bachelor's degree
• Advanced knowledge of Verizon back-office systems and processes
• Management experience Strong communication skills

Where you'll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.