OM Specialist Business-LNP Job in Town And Country, Missouri US
OM Specialist Business-LNP
JOB SUMMARY Responsible for obtaining, tracking, and submitting the donating LEC/ILEC via an LSR (Local Service Request) and to NPAC (Number Portability Administration Centers) via a SOA (Service Order Administration) LNP Subscription request, all relevant information needed to port and activate a customer´s current telephone number and service, including all of the relevant customer account information. When automation is in place, this position will be responsible for resolving orders that fall out of the automated process requiring manual intervention of LNP tasks. ESSENTIAL FUNCTIONS OF THE POSITION Monitor work queues for orders requiring local number portability activities Request and obtain Customer Service Record (CSR) from ILEC as necessary Prepare the Local Service Request (LSR) using information from the telephone work order ensuring all data fields are completed and information is entered accurately to prevent rejected orders from the donating LEC/ILEC. Responsible for submitting orders to multiple LECs/ILECs across multiple markets where LSR requirements/business rules may vary Prepare the Directory Listing Service Request (DSR) or flat file using information from the telephone work order ensuring all data fields are completed and information is entered accurately to prevent rejected orders from the directory listing provider and to prevent inaccuracies in the published directory and/or directory assistance data bases. Responsible for submitting orders to multiple LECs/ILECs across multiple markets where DSR requirements/business rules may vary Monitor submitted orders to ensure Firm Order Confirmation (FOC) received within regulated timeframes; resolve order rejects within a timely manner and escalate any jeopardy items within the LEC/ILEC and within Charter Manage requests for changes, supplements, suspensions, and disconnects of products and services on ported telephone numbers and ensure LSRs/DSRs/LNP Subscriptions are updated accordingly Monitor/respond to any Port Out requests within the regulated timeframe Understand and ensure compliance to regulatory requirements in all customer contact, local number portability and service activation and deactivation tasks in all telephone markets Work escalations with various LECs to resolve porting and directory issues Research and resolve internal and external customer escalations. Possess a thorough understanding of porting and directory rules and regulations, as defined by the individual CLECs and market areas Perform other duties as requested by supervisor PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to maintain confidentiality Ability to communicate orally and in writing in a clear and straightforward manner Ability to handle multiple projects and tasks Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) Knowledge of telephone billing systems Knowledge of telephone products and services Knowledge of telephone regulations for customer service, local number portability, service activation Knowledge of local number portability trouble shooting procedures Vision ability: close vision, peripheral vision, and ability to adjust focus Education (level and type) High school diploma or equivalent Related Work Experience Number of Years Telecommunications experience 3 Telecommunications customer service experience preferred 3 LSR/LNP documentation and processing experience 3 WORKING CONDITIONS Office Environment