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 inanalyzing conversationsand providing feedback in a clear, professional, and positive/encouraging manner.
Ideal candidate has experience withbroadband, utility,telephone, cable, satellite, and/or streaming videosales, 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.
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