Manage end-to-end local number porting (LNP) and voice service provisioning, coordinating customers, vendors, and internal teams. Track orders, maintain documentation, ensure regulatory compliance, troubleshoot voice services, and act as an LNP subject matter expert while delivering high-quality customer service.
The LNP Provisioning Specialist is responsible for executing the daily processing, provisioning, and coordination of local number porting (LNP) and voice service orders across the organization. This role ensures accurate and timely porting, voice service activation, and support by working closely with customers, vendors, and internal teams. The LNP Provisioning Specialist plays a critical role in maintaining service continuity, ensuring regulatory and procedural compliance, and delivering an outstanding, brag-worthy customer experience during every stage of the porting and provisioning process.
Duties / Responsibilities:
- Deliver exceptional and professional customer service during all interactions with internal and external clients.
- Manage voice service orders from initiation through completion, including processing, provisioning, and status tracking.
- Communicate with customers, vendors, and internal teams to monitor progress, resolve issues, and ensure timely completion of provisioning tasks.
- Respond to regulatory or legal requests associated with customer services, ensuring compliance with required timelines.
- Track and manage critical dates, system notes, and workflow updates to ensure accurate and real-time visibility.
- Oversee full lifecycle of local number porting (LNP) processes, including port-in and port-out requests.
- Utilize vendor-supported provisioning platforms and internal systems to support provisioning tasks and project demands.
- Operate voice processing services and assist with troubleshooting and coordination as needed.
- Coordinate LNP projects, working with multiple stakeholders to ensure seamless port transitions.
- Provision new voice services and modify existing services for customers.
- Maintain detailed tracking records, logs, and documentation related to provisioning and porting activities.
- Prepare required documentation and ensure completeness of all order packets and workflow materials.
- Escalate priority issues to internal teams for resolution to meet project timelines.
- Serve as a subject matter expert (SME) regarding LNP processes and voice provisioning.
- Perform other duties as assigned by Supervisor
Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Exceptional interpersonal and verbal communication skills
- Working knowledge of VoIP technologies and terminology
- Experience with LNP processes, number porting procedures, and regulatory requirements
- Familiarity with VoIP devices and equipment (e.g., ATA, eMTA, ONT, Adit, ADTRAN)
- Industry-related experience preferred
- Understanding of basic billing concepts
- Ability to manage, track, and maintain databases and workflow tools
- Proficiency in Microsoft Office Suite, especially Excel
- Ability and willingness to work a flexible full-time schedule, including weekends and holidays as needed.
BENEFITS:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
- Comprehensive Healthcare/Dental/Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks
Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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