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Careers

CAREER OPPORTUNITIES

Department:  Plant
FLSA Status: Non-Exempt
Job Status:     Full Time
Reports To:    Chief Network Operations Officer/Jamestown Operations Manager

POSITION SUMMARY:  Performs required work in connection with the record keeping, inventory control, and routing of trouble tickets/service orders/locates as pertains to telecommunications plant and subscriber services.  Reporting location, assigned department and supervisor are subject to company needs determined by management. 

ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 Essential Duties and Responsibilities
·         Shall assign, process and maintain a current list of all service orders, work orders, and job orders in progress. 
·         Shall be responsible for the maintenance of:  (a) cable records for each exchange, (b) current outside plant staking sheet records, (c) current mapping and diagrams documenting Dakota Central’s fiber plant.
·         Answers customer service repair calls and investigates trouble reports on voice, video and data.
·         Tests and dispatches trouble reports to ensure service is restored to the satisfaction of the customer. 
·         Assigns equipment or plant facilities to complete service orders or trouble tickets. 
·         Assign service orders, trouble tickets, cable locates and other miscellaneous tasks to the proper personnel.
·         Ensures fulfillment of orders and trouble clearing and notifies Billing of installations, disconnects and other changes affecting customer billing records. 
·         Purchase materials and supplies for the outside plant, check incoming shipment against orders and price lists, verifies items received against purchase orders and reports any discrepancies.  Processes equipment for warranty and returns.    
·         Operates equipment to unload and move materials and supplies as needed.
·         Provides exceptional customer service to all customers, external and internal.
·         Make changes in residential and business voice, data and IPTV services in the necessary provisioning software. 
·         Maintains a neat and clean material storage area, issues equipment and supplies to authorized personnel, keeps and maintains accurate records on all warehouse material. 
·         Track material and equipment charge outs, as well as materials returned to inventory. 
·         Maintains a perpetual physical inventory of all supplies and equipment used by the Plant Department. 
·         Assist Accounting Department in the scheduled quarterly and annual inventory control. 
·         Shall maintain a vehicle and work equipment maintenance and inspection schedule 
·         Reads, interprets and updates maps, staking sheets, and cut sheets. 
·         Updates plant records including customer premise equipment and other facilities management records. 
·         Maintains strict confidentiality in all areas of company business in accordance with company guidelines and policies.
·         Performs On-Call duty when implemented and assigned by the Company.
·         Participates in company and industry training to maintain up-to-date knowledge of current technologies.
·         Proficient knowledge of Company products/services, policies and procedures.
·         Promotes the sale of Company products, services, and features and educates customers on the use of equipment.
·         Performs other miscellaneous duties as assigned by management.*

 *These tasks do not meet the Americans with Disabilities Act definition of essential job functions and usually equal 5% or less of time spent.  However, these tasks still constitute important performance aspects of the job.

SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.

EDUCATION/EXPERIENCE
Associates Degree in Business or 1 year related experience, practical knowledge of technology and associated equipment.  Office/recordkeeping experience, preferably in telecommunications plant operations.  Experience in purchasing procedures and inventory control.  Experience in electronic mapping, GIS, and/or CAD highly desired.

 POSITION QUALIFICATIONS
·         Competent knowledge in software applications pertaining to position. 
·         Communicates effectively, clearly, and concisely both verbally and in written form.  
·         Communicates with customers, co-workers and various business contacts in a professional and courteous manner. 
·         Possesses excellent customer service skills in order to maintain good customer relations. 
·         Works at a sustained pace and produces quality work which is accurate and thorough.
·         Applies common sense understanding to carry out instructions furnished in written, oral, or diagram form.
·         Reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
·         Comprehends technical topics and specialized information pertaining to job duties.
·         Possesses strong analytical and problem solving skills.
·         Functions as a team player and projects a positive attitude.
·         Demonstrates dependability through good attendance and adherence to schedules/policies.
·         Accepts responsibility for conduct/actions.
·         Calculates figures and amounts such as discounts, interest, and percentages.
·         Can speak effectively before customers or employees of organization.
·         Possesses the ability to complete assigned tasks under stressful situations.

CERTIFICATES, LICENSES, REGISTRATIONS
Valid Driver’s License and maintaining insurability under the Company’s insurance plan is required.

PHYSICAL DEMANDS/WORK ENVIRONMENT
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. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee frequently is required to walk and talk or hear.  The employee is occasionally required to sit.  The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, and color vision. Able to drive a stick shift van-type vehicle.  Able to operate mechanical and electrical tools, including drills, generators, rotor hammers, etc.

The noise level in the work environment is usually moderate.
 

Note:  The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel in this classification.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Department: Sales & Customer Care
FLSA Status: Non-Exempt
Job Status: Full Time
Reports To: Customer Support Manager

POSITION SUMMARY
Sales & Customer Service Representative (CSR) is the primary point-of-contact for residential and/or small business customers to fulfill all service needs. CSR will educate customers on Company products/services, packages, increased speeds and advanced services and will positively promote and sell Company products/services. CSR will perform assigned duties and provide quality customer service to external and internal customers.

ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and physical demands.
Essential Duties and Responsibilities
Duties may include, but are not limited to, the following and may vary from position to position within the CSR classification.
• Provide excellent customer service by responding promptly, courteously, and professionally to all customer inquiries/correspondence by phone, in person, by email, or mail.
• Exhibits discretion and keeps customer and Company matters confidential, adheres to Company CPNI and Red Flag rules.
• Positively promote and sell Company products/services to new and existing customers.
• Receive and process Service Orders.
• Verify customer charges are correct on service order before closing to ensure correct billing to the customer.
• Address reported troubles; research billing disputes; and apply appropriate treatment to resolve customer complaints. Unresolved trouble/billing disputes should be referred to Supervisor.
• Accept customer payments and post to the appropriate accounts when payment is received.
• Balance cash drawer daily and ensure accuracy of all cash transactions and associated reports.
• Establish and enforce special payment arrangements and post information accurately on customer accounts.
• Write routine letters and correspondence to customers.
• Investigate returned mail on customer accounts; process address changes on billing system and update directory listing as requested by the customer.
• Send collection letters; prepare accounts to be turned over to collection agency; work closely with collection agencies; and maintain written off accounts.
• Complete, file, and/or maintain records or reports as assigned by Management.
• Set up and process automatic payments by ACH, Credit Card, E-Check or other auto pay options.
• Maintain directory, 911 and other database extracts.
• Support NDLD customers including entering and following up on trouble tickets.
• Perform daily remittance processing.
• Send CPNI notification letters and maintain appropriate audit reports.
• Receive and assist in inventory maintenance of customer premise equipment.
• Assist with Board Meeting preparations and arranging travel for Board Members as directed by Management.
• Maintain a good working relationship with software providers, customers, co-workers and management employees through prompt, courteous and professional communication.
• Effectively communicate and contribute to the team to promote an efficient and productive team environment.
• Make effective, reasonable decisions regarding customer issues using information at hand in a timely manner.
• Adhere to established company policies and procedures.
• Accept responsibility for decisions, conduct and actions.
• Demonstrate dependability through promptness, good attendance and adherence to timelines and schedules.
• Must be able to travel overnight occasionally for training, meetings, and conferences.
• Perform all other related duties as assigned by management.* * These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.

EDUCATION and/or EXPERIENCE
High School diploma with two to three years of high volume customer service or sales experience. Associates Degree in Business Administration or equivalent preferred but not required. Knowledge and proficient use of computers is required.

POSITION QUALIFICATIONS
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform this job successfully.
• A friendly, outgoing personality with an aptitude for good customer and public relations is a must.
• Projects a positive, professional attitude and can adapt to a rapidly changing environment.
• Demonstrates strong communication and telephone etiquette skills.
• Ability to communicate and present information effectively at all times, both in writing and in speaking.
• Skilled in using personal computer and related software; copier; calculator; phone system; and fax machine.
• Can effectively use MS Word, MS Excel and Company specific software programs related to job duties.
• Maintains working knowledge of Company products and services.
• Knowledgeable of all Company policies/procedures, including safety policies, and adheres to them.
• Possesses excellent organizational skills and pays close attention to detail.
• Skill in identifying problems and resolving them.
• Skill in writing routine reports and correspondence.
• Ability to maintain a good working relationship with software providers, customers, co-workers and management employees through prompt, courteous and professional communication.
• Ability to apply common sense understanding to carry out written, oral or diagram form instructions.
• Ability to calculate figures and amounts correctly for customer billings and products/services cost comparisons.
• Ability to read, interpret and understand documents, manuals, reports, and forms.
• Ability to work in a fast pace environment while prioritizing and completing multiple projects accurately within given timelines/deadlines.
• Ability to work independently and to work cooperatively and professionally with co-workers to promote an efficient and cohesive team environment.

CERTIFICATES, LICENSES, REGISTRATIONS
Valid Drivers License and maintaining insurability under the Company’s insurance plan is required.

PHYSICAL DEMANDS/WORK ENVIRONMENT
While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee frequently is required to type/operate a keyboard; stand; walk; use hands, fingers, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee will occasionally lift and/or move up to 25 pounds.
Specific vision abilities required are close vision, distance vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually moderate.

To apply for either position send resume to: 
Dakota Central
Attn: Keith Larson
630 5th St N
Carrington, ND 58421