Part Time - Portland, United States - NRTC

Description

Job Description

Job DescriptionNRTC is a dynamic and growing cooperative with more than 800 employees operating out of eight office locations. We are 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. Our 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.

Pivot, an NRTC company, is a marketing and customer experience agency with a focus on collaborating with people who are doing meaningful work in the communities they serve. Pivot comes alongside these organizations to help them grow and thrive by assisting them in defining and living out their brands, telling their unique stories, and strengthening relationships with their customers. Pivot has four practice areas, including broadband marketing, broadband CX, broadband vendors, and nonprofits.

Job Summary
The Call Coach Specialist reviews recorded CSR/TECH calls from our clients and provide scoring and coaching comments based on pre-determined call standards. Experience in customer service, customer experience, and/or sales is a prerequisite. Excellent verbal and written skills are a plus. This position is part time hours per week)

Responsibilities

• Review recorded calls, score, and comment on 5 calls per hour
• Provide consistent and accurate score reporting
• Provide brief overviews of individual Customer Service Reps (CSRs) or Technical Service Reps (TSSRs) Coaching areas and/or progress
• Attend regular training sessions with Call Coach Manager
• Support research tasks with VoC , such as calling, and data collection as needed
• Other duties as assigned

Qualifications
Knowledge, Skills, and Abilities

• Fluent in Spanish with excellent written and verbal communication skills (preferred)
• Proven excel/data entry skills
• Ability to master online survey software
• Proven understanding of customer service skills and standards
• Strong understanding of telephone sales skills
• Attention to detail
• Ability to meet deadlines
• Excellent communicator
• Excellent written and verbal skills
• Experience in analyzing conversations and providing feedback in a clear, professional, and positive/encouraging manner.
• Ideal candidate has experience with broadband, utility, telephone, cable, satellite, and/or streaming video sales, service, and/or support
• Comfortable with data entry, online survey software, Microsoft Office, and Google Suite. Virtual video meetings such as Zoom, Microsoft Team, GoToWebinar
• Excellent active listener with experience in customer service, sales, support, training, or related field
• Detail oriented and able to meet deadlines

Minimum Education and Experience

• High School diploma required; bachelor's degree or higher preferred, but exceptional critical thinking and customer experience skills can be a strong substitute for formal education
• 5+ years of experience in customer service, sales, training, or another related field.

Physical Demands

• Work is typically performed in a remote office setting
• Occasionally 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.​

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Company DescriptionNRTC – Member Driven and Technology Focused
NRTC provides 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 smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process.

Mission
NRTC provides solutions that help our telecommunications and electric members bring all of the advantages of today's evolving technology to rural America

Vision
We will be our members' most trusted technology partner

Values
Our members are our reason for being
We put the needs of our members first.
We focus on delivering impactful solutions to them.
Our team is the foundation of our success
We trust each other. We cooperate with each other.
We unite to accomplish our goals together.
Our passion is supporting rural communities
We are dedicated to our members and the communities they serve.

IDEA Committee
At NRTC, we are committed to Inclusion, Diversity, Equity and Awareness in the broadest sense to honor our company values. We believe an inclusive work environment provides an atmosphere that allows all employees to attain their greatest potential and achieve the greatest benefits for our Members. The IDEA Committee is committed to furthering a supportive and welcoming workplace environment in which employees of all backgrounds and demographic characteristics can productively and cohesively work together.

Total Rewards
We are proud to offer our employees an appealing total rewards package including competitive pay and a matching 401(k) plan, along with medical (with HSA contributions from NRTC), dental, vision, and short/long term disability insurance. We also offer 12 paid company holidays, paid-time off and paid training, as well as an employee assistance program, discounted wireless plan, and so much more.

Growth and Development
At NRTC, we pride ourselves in promoting from within and developing careers through our mentorship, Educational Assistance programs, NRTC University webinars, and a learning management platform. Most of our positions are posted internally first, where we give our existing employees the opportunity to elevate their careers. NRTC also provides a mentorship program that helps employees find experienced mentors who can lead them on their professional journeys. Our educational assistance program offers an annual reimbursement of up to $5,250 per calendar year for educational costs to promote professional growth with continued education outside of NRTC. Monthly NRTC University webinars are hosted to educate our employees on other business units and departments. NRTC provides a robust learning management platform including thousands of courses for continued self-education.

Transparent Leadership
Our Executive and Senior Leadership Teams provide frequent updates with our quarterly "All Hands Meetings" both company-wide and within each one of our four business units. These meetings consist of important company updates, candid financial information, employee milestones, Employee Excellence Awards, special guests, IDEA updates and on-the-spot employee Q&A. To help encourage open communication, feedback and discussions, NRTC leadership also has an "open door policy," and conducts numerous employee surveys which allows our employees to help shape the culture and future of NRTC.

Company Description

NRTC – Member Driven and Technology Focused \r
NRTC provides 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 smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process. \r
\r
Mission\r
NRTC provides solutions that help our telecommunications and electric members bring all of the advantages of today's evolving technology to rural America\r
\r
Vision\r
We will be our members' most trusted technology partner\r
\r
Values\r
Our members are our reason for being\r
We put the needs of our members first.\r
We focus on delivering impactful solutions to them.\r
Our team is the foundation of our success\r
We trust each other. We cooperate with each other.\r
We unite to accomplish our goals together.\r
Our passion is supporting rural communities\r
We are dedicated to our members and the communities they serve.\r
\r
IDEA Committee\r
At NRTC, we are committed to Inclusion, Diversity, Equity and Awareness in the broadest sense to honor our company values. We believe an inclusive work environment provides an atmosphere that allows all employees to attain their greatest potential and achieve the greatest benefits for our Members. The IDEA Committee is committed to furthering a supportive and welcoming workplace environment in which employees of all backgrounds and demographic characteristics can productively and cohesively work together. \r
\r
Total Rewards\r
We are proud to offer our employees an appealing total rewards package including competitive pay and a matching 401(k) plan, along with medical (with HSA contributions from NRTC), dental, vision, and short/long term disability insurance. We also offer 12 paid company holidays, paid-time off and paid training, as well as an employee assistance program, discounted wireless plan, and so much more.\r
\r
Growth and Development\r
At NRTC, we pride ourselves in promoting from within and developing careers through our mentorship, Educational Assistance programs, NRTC University webinars, and a learning management platform. Most of our positions are posted internally first, where we give our existing employees the opportunity to elevate their careers. NRTC also provides a mentorship program that helps employees find experienced mentors who can lead them on their professional journeys. Our educational assistance program offers an annual reimbursement of up to $5,250 per calendar year for educational costs to promote professional growth with continued education outside of NRTC. Monthly NRTC University webinars are hosted to educate our employees on other business units and departments. NRTC provides a robust learning management platform including thousands of courses for continued self-education. \r
\r
Transparent Leadership\r
Our Executive and Senior Leadership Teams provide frequent updates with our quarterly "All Hands Meetings" both company-wide and within each one of our four business units. These meetings consist of important company updates, candid financial information, employee milestones, Employee Excellence Awards, special guests, IDEA updates and on-the-spot employee Q&A. To help encourage open communication, feedback and discussions, NRTC leadership also has an "open door policy," and conducts numerous employee surveys which allows our employees to help shape the culture and future of NRTC.