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Fiber Support Representative
 FIBER SUPPORT REPRESENTATIVE | |||||||
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Job Responsibilities: | |||||||
| Fiber Support Representative Central Rural Electric Cooperative Exhibiting stewardship for the cooperative, the Fiber Support Representative professionally represents the fiber area by assisting with the fiber to the premise process, which includes home construction and installation, while providing customer service excellence through all aspects of the subscriber experience including but not limited to scheduling, billing, and basic technical support. Core Values The core values represent the code of conduct required of every employee to ensure a higher standard of performance and cooperation is demonstrated and maintained throughout the cooperative. • Safety First - It is our responsibility to educate and protect ourselves, coworkers, members, and the public from hazards exposed by the nature of our work. • Purpose Driven – We believe that safe, affordable, and reliable electricity is the foundation of our communities and has the power to transform lives. • Dedicated to Serve – We make every decision and measure every outcome based on how well it serves our members. • Respectful Engagement – We listen to one another and embrace diverse opinions, tactful honesty, and authentic integrity. • Servant Leadership – We look for ways to help each other grow through collaboration and teamwork. Above all, we treat others with the respect, compassion, and equality they deserve. • Results Oriented – We follow through on commitments and show forward progress. Core Responsibilities The duties and responsibilities described below are the essential functions of the job and are not intended to be all inclusive for this position. • Explain fiber to the premise installation and construction processes and procedures to subscribers. • Answer incoming phone calls from subscribers promptly and professionally. • Utilize scheduling software or systems to efficiently manage and create appointments for the Fiber Optic Technicians and provide necessary information regarding technician visits. • Coordinate with internal and external stakeholders to address various issues including eligibility, line extensions, equipment, technical issues, etc. • Manage the work order process (create, complete, cancel, finalize, and release to construction and installation). • Resolve subscriber inquiries by phone, email and in person with the utmost professionalism. • Prepare correspondence to subscribers for various reasons relating to their service. • Maintain accurate and complete records of subscriber interactions, including inquires, issues, and resolutions in a timely fashion for effective work management. • Imaging, filing, and record keeping. • Initiate and nurture strong relationships with subscribers, promoting a continued positive business relationship. • Continually assess and address all service issues including billing and quality of service to ensure a continued high level of customer service and satisfaction, to meet the needs of the subscriber. • Effectively communicate the cooperative and subsidiary’s policies, procedures, rates, bylaws, and terms and conditions. Classification • Non-exempt • Reports to Director of Energy Services • Decisions and duties are monitored and reviewed and have a moderate effect on the organization. Work requires latitude of discretion and judgement for information, technology and/or equipment. • Position has no formal supervisory responsibility for the work of others.
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Job Qualifications: | |||||||
| Qualifications A successful candidate must believe in the core values of the cooperative and be driven by the mission. The duties and responsibilities described above are the essential functions of the job. The qualifications below represent the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific requirements and competencies include: • Solid Educational Background – Associate’s Degree or Two-Year University equivalent required (including technical school completion); 1-4 years of related work experience may include general office or clerical experience. • Must have and maintain a valid Oklahoma driver’s license. • Action Oriented - enjoys working hard and looks for challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary. • Achievement Focus - Sets and achieves challenging goals, demonstrates persistence, and overcomes obstacles, measures self against core values, recognizes and acts on opportunities and takes calculated risks to accomplish goals. • Communications – Expresses ideas and thoughts both verbal and written, exhibits good listening and comprehension, keeps others adequately informed and selects and uses appropriate communication methods. • Customer Service – Displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs, and solicits customer feedback to improve service. • Job Knowledge - Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, displays understanding of how job relates to others and uses resources effectively. • Self-Management - Regulates impact of own emotions upon others, remains focused and energized under stress, accepts criticism, and recovers quickly from setbacks, projects realistic self confidence in abilities. • Quality – Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance and monitors own work to ensure quality.
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Other Job Information (if applicable): | |||||||
| Working Conditions Work Environment Indoor office work environment: nonhazardous work, occasional high-noise environment, occasional travel including/excluding overnight stays, some irregular work related to member meetings and on call rotation. Work Hazards Infrequent exposure to extremes in noises, temperatures, distractions, etc. Little or no exposure to hazards Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Light physical exertion required for this position. Lifting 25 lbs. maximum and occasionally lifting and/or carrying such articles as computer printouts, map books, ledgers, small tools, computer monitors, etc. Walking and standing will be required. Good near or distant vision will be required. Reaching. Handling. Fingering. Feeling. Talking. Hearing. HOW TO APPLY: CLICK HERE | |||||||
Additional Info
Job Type : Full-Time
Job Function : General
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