Customer Experience Administrator

1 month ago

Lake Oswego, United States NRTC Full time
Job DescriptionJob Description
NRTC 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 (CX) 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
This administrative role within Pivot’s Customer Experience department supports several key service offerings – primarily Call Coaching, Voice of the Customer research, CX and training. The role plays a pivotal role in ensuring the smooth operation of daily activities and providing essential support to deliver outstanding CX solutions to our clients. A successful candidate will have a passion for managing tasks and deadlines, organization, and ensuring resources are allocated for timely delivery that exceed client expectations

Responsibilities
  • Program Support
  • Create client dashboards for CX programs, including set-up, enrollments, program criteria and client access support
  • Provide administrative support for Call Coaching and Voice of the Customer (VoC) research programs, including obtaining and formatting files for scoring or surveying, task assignments to callers and coaches, and VoC list management
  • Ensure that projects assigned are completed on time and on budget, including assisting with allocation of resources
  • Manage enrollments and list management for Pivot’s Reinforcement Training Program
  • May include additional support duties such as proofing client deliverables, managing design requests, and occasionally filling in as a Call Coach and/or Survey Interview Specialist during high volume periods
  • Assist project leads with research and pulling together content for client deliverables, as requested
  • Data Entry and Analysis
  • Input and maintain accurate data in company databases, spreadsheets, and other systems.
  • Project Coordination
  • Collaborate with team members to ensure project-related tasks are completed on time and within budget
  • Support project managers in coordinating and tracking project timelines, deliverables, and milestones
  • Other duties as assigned
Qualifications
Knowledge, Skills, and Abilities  
  • Strong knowledge of Microsoft Office Suite (Excel, Word, Outlook and PowerPoint)
  • Excellent verbal and written communication skills
  • Strong organizational skills with the ability to multitask and prioritize tasks effectively
  • Attention to detail and accuracy in completing administrative duties
  • Ability to work independently as well as collaboratively in a fast-paced environment
  • Ability to perform administrative work within project management applications
  • Ability to manage time effectively and manage multiple projects with competing priorities simultaneously
Minimum Education and Experience   
  • College degree in communications, marketing, business or similar preferred
  • 2-3 years past administrative experience or tenure in a corporate setting required
  • Past client-facing experience a plus
Physical Demands
  • Work is typically performed in a remote office setting
  • Occasionally travel may be required (less than 15%)
 
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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