Job description
NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.
Job Summary
Assist in Member onboarding and implementation for the Call Center; the development of process documentation; and the creation of business tools to ensure consistency in work stream. Interact with multiple departments to assess and optimize the customer service and technical processes in place for the Call Center Team.
Responsibilities
- Develop processes and procedures related to the NRTC Managed Services Call Center
- Assist with onboarding new Members in discovery and process documentation tasks
- Maintain and update portal documentation for existing Members
- Meet with Members for process and tool discovery and recommend best practice standards where applicable
- Maintain direct communication with Members for process documentation updates and maintenance
- Work in a matrixed environment with Project Management, Member Success, Training, Sales and additional groups as necessary
- Create work instructions, tool guides, product guides in support of Member onboarding and existing Member needs
- Analyze processes and provide continuous improvement suggestions and recommendations
- Perform other duties as assigned
Qualifications
Knowledge, Skills, and Abilities
- Knowledge of industry standard and best practice support processes for Telecom and ISP Internet, Voice and Video services. Familiarity with tools used support these services such as Customer Management, Ticketing, Provisioning and Monitoring Systems
- Familiarity with products and hardware used to deliver these services such as Modems, ONT, UPS, STB, WiFi Controllers/APs, and other CPE Networking gear
- Excellent time management and organizational skills
- Excellent documentation skills and follow-up skills
- Strong computer skills, including knowledge of MS office, G-Suite and other back office applications and efficient typing skills (45 WPM)
- Ability to use questioning and listening skills that support effective communication
- Ability to apply the elements of building positive rapport with different types of customers
- Ability to work a flexible schedule to meet business needs
Minimum Education and Experience
- High school diploma or equivalent
- Minimum three (3) years of experience in technical call center environment
- Experience creating, driving and managing process implementations preferred
An equivalent combination of education and experience may be considered.
Physical Demands
- Work is typically performed in an office setting
- Occasional travel may be required
Disclaimer: The above job description summary is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of required responsibilities, duties and skills. The order in which responsibilities, duties and skills are listed is not significant.
