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Job DescriptionNRTC 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.ResponsibilitiesDevelop processes and procedures related to the NRTC Managed Services Call CenterAssist with onboarding new Members in discovery and process documentation tasksMaintain and update portal documentation for existing MembersMeet with Members for process and tool discovery and recommend best practice standards where applicableMaintain direct communication with Members for process documentation updates and maintenanceWork in a matrixed environment with Project Management, Member Success, Training, Sales and additional groups as necessaryCreate work instructions, tool guides, product guides in support of Member onboarding and existing Member needsAnalyze processes and provide continuous improvement suggestions and recommendationsPerform other duties as assignedQualificationsKnowledge 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 SystemsFamiliarity with products and hardware used to deliver these services such as Modems, ONT, UPS, STB, WiFi Controllers/APs, and other CPE Networking gearExcellent time management and organizational skillsExcellent documentation skills and follow-up skillsStrong 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 communicationAbility to apply the elements of building positive rapport with different types of customersAbility to work a flexible schedule to meet business needsMinimum Education and ExperienceHigh school diploma or equivalentMinimum three (3) years of experience in technical call center environmentExperience creating, driving and managing process implementations preferredAn equivalent combination of education and experience may be considered.Physical DemandsWork is typically performed in an office settingOccasional travel may be requiredDisclaimerThe 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.
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