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Customer Experience Administrator

4 months ago

Portland, United States NRTC Full time

Job Description

Job 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.

#zr Powered by JazzHR uufFMHfGaf Company Description NRTC – 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 \rNRTC 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\rMission\rNRTC provides solutions that help our telecommunications and electric members bring all of the advantages of today’s evolving technology to rural America\r\rVision\rWe will be our members’ most trusted technology partner\r\rValues\rOur members are our reason for being\rWe put the needs of our members first.\rWe focus on delivering impactful solutions to them.\r Our team is the foundation of our success\rWe trust each other. We cooperate with each other.\rWe unite to accomplish our goals together.\r Our passion is supporting rural communities\rWe are dedicated to our members and the communities they serve.\r\rIDEA Committee\rAt 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\rTotal Rewards\rWe 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\rGrowth and Development\rAt 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\rTransparent Leadership\rOur 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. #J-18808-Ljbffr