Communication Services Specialist
ATMC is a “Local Company with Local Priorities.” As North Carolina’s largest communications cooperative, we offer essential home & business services and provide a wide variety of career opportunities in the rural counties that we serve. ATMC is located along the beautiful Atlantic coast of Brunswick County, halfway between Wilmington, NC & Myrtle Beach, SC. Our service area covers rural parts of Brunswick County, Columbus County, Robeson County, Duplin County, Pender County and is continuously expanding as the demand for internet services increases in these areas. Being an employee at ATMC means having a great place to work as well as a great place to call home. ATMC employees find their careers to be rewarding, challenging, and exciting while keeping the feel of a small company. While ATMC is a large company ATMC still upholds core values that tell our employees they are appreciated, valued, and recognized each day. Currently, ATMC has more than 300 employees with competitive earnings and great benefits that include a 401k with company match and tuition reimbursement.
ATMC is seeking an enthusiastic problem solver to join our team as a Communications Service Specialist at our on-site call center. As a Communications Specialist, you will have a multifaceted workflow with extensive communication in a fast-paced work environment. Our specialists must respond efficiently to external callers that are seeking technical support and solutions to their service issues. The Communications Specialist will also need to enter tickets into a work management ticketing system, where it will be required to create, review, re-route, receive, and close these tickets with outside plant personnel or installers. Knowledge of any of the following is preferred but not a requirement for this position: ATMC services, telecommunications, installation and repair, fiber optics, CATV, Broadband, locating, and troubleshooting experience.
Please Note: This position does have set hours: Regular hours 8:00 AM to 5:00 PM. On-Call hours 9:00 AM to 6:00 PM in one-week increments. Weekend Shifts will be included with this position and will vary. Weekend work hours are 8:00 AM- 5:00 PM. The schedule is subject to change.
Requirements
- Ability to work in a fast-paced work environment with distractions (Multitasking is an absolute necessity).
- Skill in both oral and written communications.
- Ability to communicate with customers, co-workers, and various business contacts professionally and courteously.
- Ability to work overtime with little or no notice.
- Ability to pay close attention to detail.
- Understanding of Broadband Services, MergeTV, CATV products & service, the cost linked to installing & repairs
- Ability to work Saturdays, Sundays, and Holidays as scheduled.
- Ability to work the schedule and report to work punctually.
- Ability to learn quickly and be open to different training opportunities
Essential Job Functions:
- Receive customer requests by telephone and/or email regarding the phone, CATV, DOCSIS, IPTV, VDSL, Broadband, and Security issues.
- Proficiency with ATMC’s trouble management system.
- Assign repair tickets to assigned repair technicians and/or appropriate departments using ATMC’s trouble management system.
- Troubleshoot calls with the customer regarding technical support issues, phone, CATV, set-top boxes, and remotes.
- Review, process, and close service orders from various ATMC departments.
- Route service orders to the appropriate personnel.
- Prepare service orders for the installer, which include reviewing plant, equipment charges, address, contact numbers, correct codes, and other information for INST routing.
- Receive service orders after work from the installer, review for correct information, and close the service order.
- Pay special attention to maintaining and providing the most current, accurate, and detailed plant assignment information.
- Work and process all service orders.
- Reviews orders and determine if additional routing is needed and route to the appropriate department.
- Track box sales from CSG technicians.
- Prepare MOPs for ATMC’s service & equipment for training purposes.
- Monitoring work management for outages and updating MOD.
- Prepare daily repair & installation schedules.
- Proficiency with ETI, Meta / EWSD switches, XVU, CMS, ServAssure & ClearVison.
- The capability of maintaining self-schedule via Outlook Calendar.
- Update daily referrals from outside plant and other departments.
- Set up modems for walk-in customers at other offices.
- Take part in training and other learning opportunities to expand knowledge of company and position.
- Performs all other related duties as assigned by Manager, Communication Service Specialists.
Preferred qualifications:
- A high school diploma or equivalent is required. An associate degree in a related technical field is preferred.
- 2-3 years previous dispatching work preferred.
- 2-3 years previous call center experience preferred.
- 2-3 years previous call center experience preferred.
- 2-3 years previous work with ticketing software preferred.
ATMC Benefits Include:
- Competitive pay structure
- 401k with company match
- Health, Dental, Vision, STD, LTD benefits
- On-Site Wellness Clinic
- Discounts for company products & services
- And more….
The above statements describe the level of work performed and expected in general terms. The statements are not intended to list all the responsibilities, duties, and/or skills required of employees. Furthermore, nothing in this job description shall be interpreted to conflict with or eliminate or modify in any way the employment-at-will status of ATMC.
ATMC is an Equal Opportunity Employer. ATMC is a Drug-Free Workplace. ATMC participates in the E-Verify system operated by the US Department of Homeland Security.