Perform day-to-day work activities for coordinating the delivery of Move/Add/Change (MAC) Services - the ad hoc rearrangement, addition or deletion of product and service components or features such as software, hardware, carrier provisioning or other network components. Responsible for scheduling and closing all assigned MAC tickets including communicating, tracking, reconciling, documenting and invoicing the cases accurately within designated guidelines, deadlines and margin requirements. Coordinate within NACS and various functional groups to complete assigned MAC tickets. Ensure MAC coordinator services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs. This role is an integral part of the service delivery team and works closely with sales, procurement, finance, service desk, MAC engineers, project management office and technicians to ensure client satisfaction.
Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success.
Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.
Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one’s own style or preference and its impact on others. Earns the respect of others.
Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization’s strategic plan.