Senior Carrier Analyst
Salary Range: $57,000 – $141,000
When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica
About Us
Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states. It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future-proofing for tomorrow. Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment. Frontier is preparing today for a better tomorrow. Visit www.frontier.com.
About The Role
This position requires an analytical thinker with a forward-thinking approach to improving the Customer Experience and improving efficiency and accuracy for ordering and billing. This role will be required to document requirements that modernize our system and provide functionality for new products and services. The person in this role will be responsible for designing and developing customer-facing tools that drive revenue and improve the overall Customer Experience. This person needs to be an out-of-the-box thinker take manual processes and find ways to automate and build efficiencies through system enhancements and Customer facing tools. This position works closely with business operations and Product Management.
Responsibilities
- Analyze/research data related to Ordering, Provisioning, Maintenance, SLA performance
- Develop methods to validate data/metric integrity and identify anomalies
- Create and drive action plans based on data analysis
- Work with other departmental groups, reviewing data analysis and action plans to identify, and reduce Financial Penalties
- Interface directly with customers/internal departments as needed to resolve issues that drive the overall customer experience
- Manage third-level escalation requests for missed commitments; DD improvements, expedite requests, FOC requests, and general status requests
- Represent Frontier on customer conference calls and manage customer escalation spreadsheets for all Access Carrier Customers
- Communicate process changes, organization changes, etc. to customers
- Act as liaison for carrier customers for all process and performance issues – Ordering, Provisioning, Maintenance, Reporting
- Build customer relationships through Monthly/Quarterly Business Reviews, providing performance results and initiatives that impact those results
- Work closely with the engineering team to understand M6 system order flow functional and non-functional abilities to write business requirements for automation
- Display Exceptional customer service including a high level of professionalism and must interact with all levels from Ordering reps to VP, both internal and external to Frontier
- Evolve the existing reporting process and architecture to be more efficient
- Manage Internal escalations from Past Due reporting, Project Managers, Ordering Center, and Sales Team
- Scheduling, coordination & documentation with internal departments & customers for Hotcuts & EVC Repoints
Requirements
- High School Diploma or GED equivalent required
- Minimum of 5 years business experience
- Strong Analytical Skills
- Strong communication both verbal and written, excellent organizational skills, proven experience in collaboration with teams to achieve results
- Strong Microsoft Office Skills, Excel, PowerPoint, Access
- Ability to Multi-task and prioritize assigned functions to meet strict deadlines
- Related experience in Access and Local wholesale Products and Services
- Strong understanding of ASR provisioning workflow and the ability to identify process breakdowns
- Knowledge of how different departments interrelate from order inception, through engineering and builds, and finally to order completion
- Work very well independently, with strong self-direction and initiative, as well as within a team structure
- Experience interfacing with IT and writing Business Requirements for IT initiatives
Additional Skills that would be a plus, but not required
- Sound working knowledge of Ordering systems such as M6, Varasset, DPI, Technician Dispatch system such as Viryanet (VXFIELD), Maintenance ticketing systems (REMEDY), VFO
- Basic understanding of ASOG (Access Service Ordering Guidelines) and LSOG (Local Service Ordering Guidelines), ASR and LSR provisioning workflow, and the ability to identify process breakdowns
- Basic understanding of maintenance processes and metrics
- Bachelor’s Degree preferred
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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