Fiber Support Coordinator

Apply at: http://www.sciremc.com/careers

FIBER SUPPORT COORDINATOR

Member Services Department

South Central Indiana REMC

Company and Position Summary

South Central Indiana REMC (SCI REMC) is seeking candidates for a new position in the Member Services Department. This position is a problem solver for subscribers with SCI fiber. The best candidate will demonstrate an ability to troubleshoot and follow up to ensure excellent customer satisfaction. They will also be an accommodating, analytical thinker who works with a sense of urgency and appreciates high quality results from their work. This position requires the ability to work independently and demonstrate excellent work ethic to resolve a wide variety of issues with member subscribers.    

Interviews may start as qualified applicants apply for a timely hire.    

SCI REMC is the largest not-for-profit electric distribution cooperative in Indiana and a leader in innovative technology.  The cooperative focuses on providing safe, reliable, cost-effective electricity and fiber solutions to its members in seven counties in south central Indiana.  The cooperative is headquartered in a new, progressive facility in Martinsville, Indiana. SCI REMC employs 150 highly valued, member-focused team members. South Central Indiana REMC (SCI REMC) is a not-for-profit electric distribution, fiber services, member-owned cooperative.  The Fiber Division of SCI REMC offers quality broadband services to homes and businesses plus fiber transport systems to ensure a reliable network service with a high level of member/subscriber experience satisfaction.

Key Position’s Responsibilities

·       Providing excellent subscriber service by addressing and resolving fiber service questions/issues from start to finish, ensuring timely communication, thorough troubleshooting, and follow-up to deliver a positive experience for subscribers.

·       Supporting the daily activities of Member Services related to fiber service offerings, serving as the primary support for the contact center (phone/email/chat) and cashier (in-person) on fiber order status, processes, equipment, and troubleshooting. When directed, perform in-home equipment troubleshooting, installation, or replacement for subscribers.

·       Assisting Member Services with troubleshooting fiber accounts and equipment using Calix Management System (CMS) or other diagnostic tools as needed. This includes maintaining a thorough understanding of GLDS, CMS, Calix Service and Operations Cloud, and other software and diagnostic tools to ensure accurate and effective support.

·       Collaborate with the Member Services Team Leader and VP of Member Services to develop training to improve efficiency and processes within the Member Services Department, driving continuous improvement in fiber subscriber service and support.

If you are Interested in this great opportunity and meet the qualifications below,

apply confidentially through the SCI REMC website – www.sciremc.com/careers 

Resumes received ONLY through the SCI website will be considered.  

SCI REMC offers excellent benefits including a front-loaded pension plan, 401(k) matched savings, healthcare, HSA with a generous employer contribution and much more.  Joining the co-op family will prove to be a welcoming, friendly experience where employees are focused on providing the best service to all members and subscribers.  Join this unique, not-for-profit business that truly values its team players and encourages life-long learning and development.

EDUCATION:

High school diploma or equivalent required.

EXPERIENCE:          

Minimum of 3 - 5 years of experience in fiber customer service/relations, job coordination/scheduling, technical support, or related field. Experience range is based on depth of knowledge. Telecommunications experience is not required but highly preferred.  The ideal candidate must have a demonstrated initiative and an ability to self-manage responsibilities in a fast-paced environment.

POSITION QUALIFICATIONS:        

·       Must be proficient in Microsoft Teams, Word, Excel, Smartsheets, GLDS/Broadhub, Calix Support and Operations Cloud, Meridian, CMS, and Report IQ, and become quickly familiar with other future applications utilized for fiber operations.

·       Ability to work and communicate with a variety of people in various roles to accomplish a specific goal.  Ability to listen to and respect the ideas of others, including team members as well as subscribers. 

·       Ability to perform in-home equipment troubleshooting, installation, and replacement when directed, ensuring thorough and timely communication to resolve fiber service issues.

·       Ability to problem-solve and resolve member issues and review related information to develop and evaluate options and implement the best solution(s).

·       Must have strong organizational and self-motivational skills as well as self-management and time management skills.

·       Must have a strong work ethic and a passion for the customer.

·       Must be willing to work within a monitoring system which could include vehicle location system, a performance matrix or other variations and technology to ensure the most efficient use of time and skill.

·       Must have excellent communication, organizational, and facilitation skills.

·       Must enjoy working in a fast-paced team environment.

·       Must be regular in work attendance.

·       Must be willing and available to work alternative shifts, with notice and as needed, to meet subscriber needs and be cost-effective for SCI. 

·       Must have and maintain a valid Indiana driver’s license

SCI REMC is an Equal Opportunity Employer. 

Selection is focused on individual merit, experience/education, initiative, and work performance. 

SCI REMC complies with all federal and state laws.