POTS Migration Coordinator

NHC, a leader in the telecommunications space, provides innovative solutions to our B2B customers.  We provide the most up to date technology to a nationwide customer base by partnering with the top agents and master agents in the industry.  NHC is headquartered in Concord, MA, with additional offices in Fairport, NY and Ft Myers, FL.  NHC is growing steadily, including expanding into Canada. 

Brief Role Description: 
The POTS Migration Order Coordinator is responsible for managing the end to end migration of existing customers from traditional POTS services to modern replacement solutions, including Cable POTS, Wireless POTS, and SIP-based alternatives. This role serves as the primary point of contact for customers throughout the migration lifecycle, ensuring clear communication, accurate order execution, timely service activation, and a smooth transition with minimal disruption.

Key Responsibilities

• Serve as the primary point of contact for customers on all assigned POTS migration orders
• Proactively engage an existing customer base to explain migration requirements, timelines, and available service options
• Manage orders from initial customer contact through service activation and billing completion
• Provide consistent and proactive status updates to customers and internal stakeholders
• Track and maintain accurate order details and documentation within NHC systems
• Coordinate carrier provisioning activities to ensure timely and accurate service activation
• Initiate and manage LSRs with ILECs, CLECs, and other provisioning partners
• Follow up on Firm Order Confirmations
• Address order rejections, issues, and exceptions promptly, escalating when necessary
• Identify potential delays and proactively escalate to carriers, internal teams, and management
• Coordinate cutovers and migrations to minimize service interruption
• Respond to carrier and internal status inquiries within established SLAs
• Collaborate cross-functionally with Sales, Engineering, Operations, and Billing teams to ensure a seamless customer experience

Requirements:

• Experience in telecommunications order management, provisioning, or service delivery preferred
• Working knowledge of POTS services and migration alternatives (Cable, Wireless, SIP) strongly preferred
• Familiarity with LSRs, FOCs, and carrier provisioning processes
• Strong customer communication and relationship-management skills
• Ability to manage multiple orders simultaneously in a fast-paced environment
• Strong attention to detail and follow-through
• Comfortable working with multiple systems and coordinating across teams

Salary & Benefits:

The expected salary range for this role is $50,000 – $70,000 per year. This range represents our good faith estimate at the time of posting. Final salary offers are determined by a candidate's specific experience, skills, and qualifications. We also offer a generous benefit package that includes Health, Life, Dental, and 401K with company match.   

Why NHC?  We are a family oriented high growth organization that is growing rapidly!