The duties of the Subscriber Experience Specialist are centered around providing our customers with an unmatched level of support and information. From mapping fiber optic cables to the house, all the way through answering the final few questions on streaming services, the Subscriber Experience Specialist is there to help our customers every step of the way. The ideal candidate will be energetic, extremely personable, great with customer interactions, VERY tech-savvy, and be capable of conveying technical information to non-technical individuals.
II. RESPONSIBILITIES
The essential functions of the position include but are not limited to the following: a. Managing our "Internet Concierge" service b. Answering questions from our Internet subscribers c. Answering and Scheduling support calls d. Updating subscriber billing information e. Researching then suggesting streaming and content services f. Researching then suggesting smart home devices and services g. Updating web content h. Mapping fiber builds i. General project coordination j. Using Excel in depth k. Assisting with new deployments and upgrades l. Other Duties assigned by ITX Management or the
REA President/CEO Please Note :
These duties are intended to describe the general nature of the work to be performed and are not intended to be an exhaustive list of all responsibilities. Also, the scope and responsibilities of this job may change at times based on the needs of the business.
III. REPORTS PREPARED
a. Standard business communications as needed. b. Streaming service options c. Build Packets of new wireless and fiber deployments
INTERFACE
Internal:
Must positively interface at all levels with ITX and REA Energy Cooperative, Inc. staff.
External:
Must maintain a positive interface with members and subscribers.
IV. QUALIFICATIONS
Education:
High school degree required.
Experience:
Customer support, front-end sales, or tech support experience is preferred but not required.
V. SPECIAL REQUIREMENTS
a. Patience with non-technical customers b. Excellent interpersonal and customer service skills c. Must be able to change and update content on the ITX web page d. Must be able to understand and use our mapping software e. Must be able to use and/or learn Google Earth f. Dependable, team player, willing to pitch in, and take direction g. Excellent time management skills and ability to meet deadlines h. Strong analytical and problem-solving skills i. Strong ability to adapt and learn technological concepts j. Experience with graphic design and desktop publishing is a plus
VI. EQUIPMENT UTILIZED
a. Usual office equipment—Smart TV, Computer, printer, copier, utility knife, tape b. Internet connection, Mobile Devices, Smart devices c. Various software applications
VII. POSITION DIMENSIONS
a.
Number of employees directly supervised:
0 VIII.
PHYSICAL REQUIREMENTS
a. Must be able to lift up-to 40 pounds at times. b. Prolonged periods of sitting at a desk and working on a computer c. Must be able to move, walk, and run. d. Must be able to drive a vehicle Exposure to mechanical hazards, electrical, burns, confined space, high wireless RF, and operating machinery. Some exposure to odors, dust, and dirt. Safety equipment required. Must be able to communicate with individuals. Driver's license required. Must be able to read, write and do arithmetic.
Note:
In The Stix Broadband, LLC retains the discretion to add to or change the duties of the position at any time.
Pay:
From $18.00 per hour Expected hours: 40.0 per week
Benefits:
401(k) 401(k) matching Health insurance On-the-job training Paid time off Vision insurance
