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 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. (15-20 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. ​

#zr

Powered by JazzHR