Careers
We CARE about our employees
COMMITMENT
We are devoted to treating our customers and employees with respect and dignity while valuing individualism.
ASPIRE
We encourage personal growth and a continuous learning process for our employees.
RESPECT
We welcome honest and forthright communication, listening to each other regardless of position, expertise or experience, recognizing that exceptional quality begins with people.
EMPOWER
We encourage employees to use their capabilities to the fullest to satisfy our customers’ needs.
Current Open Positions
Position Title: Network Service Technician
Department: Network Services
Reports to: Director of Network Services (VA West)
Location: New Castle VA
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
- This is a full-time Bargaining Unit position responsible for the installation and maintenance, including, but not limited to, service of the plant facilities and customer-owned equipment.
Essential Duties & Responsibilities
- Perform various installations and repairs including: telephone, video, broadband, and special services in both fiber and copper plant.
- Installation of fiber and copper enclosures.
- Installation of inside wiring according to company specifications.
- Locate trouble in network facilities, which includes efficient and logical determination of the location of troubles.
- Perform restoration during interruptions in service or outages.
- Use test equipment and record proper readings, including but not limited to: OTDR, TDR, and various other test equipment.
- Perform fiber splices using various fiber splicing machines.
- Must operate company vehicles; therefore must have a valid driver’s license. (Personal driving insurability may affect employment.)
Special Conditions
- Cooperate and work with all other departments for the maximum benefit of the company or as directed by the Director of Network Services.
- Requires working overtime, on nights, weekends, holidays, and during inclement weather conditions as needed.
- May be required to work a Monday through Friday or a Tuesday through Saturday rotation schedule, as well as being in an on-call rotation.
- Must possess an exceptional positive attitude and have the ability to work and get along with other employees. Must be able to meet with and deliver exceptional customer service to RiverStreet customers.
Job Knowledge, Experience, and Training
- An associate degree in a relevant technical field or the equivalent experience is required.
- Strong understanding of coaxial and fiber-optic networks, RF signals, and networking principles.
- Must be willing to attend training schools, which include travel, and staying overnight or nights away from home.
- Proficiency in using signal meters, power tools, and other diagnostic equipment.
- Good verbal communication skills.
- Detail oriented and a team player.
- Ability to work in a technical environment.
- Ability to work quickly and efficiently under pressure.
- Exhibit safe work habits at all times.
- Proficiency in fiber and copper color codes and identification.
- Experience in broadband technologies including DSL, Coax, FTTx, and Wi-Fi strongly preferred.
- Ability to locate and mark underground cables.
Physical Requirements
- Physically ability to perform related work, including ladder and pole climbing.
- Lifting of weight in excess of 100 pounds is sometimes required.
- Stooping, crawling, and kneeling are required.
- Must be able to determine colors (cannot be color-blind).
Other Requirements and Notes
- Follow company policies and procedures.
- Safety practices and guidelines must be understood and followed.
- Maintain the vehicles and supplies in a neat and logical manner.
- Work with contractors on occasion.
- Other duties as needed and assigned by Director of Network Services.
Network Services Technician – New Castle Office
Position Title: Business Account Manager
Department: Business Development
Reports to: Director of Enterprise & Commercial Sales
Location: This position will be a hybrid/remote position, however travel to market areas in NC and VA will be required.
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
The Business Account Manager (BAM) is responsible for selling primary and complementary telecommunications solutions for all business sizes in the regions we serve. Primary services include Broadband Fiber Internet, Managed IP Phone Systems, and Security Services. Complementary services include Managed IT Systems such as Managed Wi-Fi, Networking Solutions, and more. The BAM position achieves sales and revenue goals through successful prospecting and sale of bundled services for new customers as well as the retention and upselling of existing customers. The BAM position is responsible for the end-to-end management of all sales leads through a variety of prospecting channels including company generated leads and self-generated leads and the on-going relationship of each business account. The BAM position will work cross functionally with members of the Business Development Team to achieve individual, team, and corporate goals including revenue growth, subscriber growth, and average revenue per account. The BAM will work closely with the Director of Commercial Sales, Inside Sales Representatives, and other sales staff. This position earns commissions through the achievement of monthly and quarterly sales goals.
Essential Duties & Responsibilities
- Consultative Sales: Engage with customers to develop a deep understanding of their requirements, preferences, and budget constraints. Utilize your design expertise to recommend solutions that align with their strategy and functional requirements.
- Sales Estimates: Prepare accurate quotes and pricing proposals for customers based on their design specifications and budget. Work closely with the sales team and operations department to ensure timely and competitive job estimates.
- Product Knowledge: Develop a comprehensive understanding of our telecommunications technology products, materials, and customization options. Stay abreast of industry trends and innovations to provide informed recommendations to customers.
- Sales Generation: Proactively identify sales opportunities through inbound leads, outbound prospecting, and referrals. Collaborate with the sales team to convert leads into sales, meeting or exceeding monthly and quarterly targets.
- Customer Relationship Management: Build and maintain strong relationships with clients throughout the sales process. Provide ongoing support, address any concerns or questions, and ensure a seamless customer experience from initial inquiry to project completion.
- Account Management: Build lasting relationships and provide outstanding customer service by ensuring existing services meet their expectations and acting with a sense of urgency to resolve customer issues quickly. Develop and implement plans to create additional opportunities to cross-sell and up-sell accounts during renewal and retention periods.
- Team Support: Communicate with inside sales staff to ensure a coordinated and synchronized sales effort. Supports team and team goals by actively participating in all sales meetings. Attend training programs and successfully complete all certifications and licenses requirements. Interact and manage relationships with internal associates to assess and continually meet customer needs
- Administrative Support: Accurately complete all administrative tasks related to sales and prospecting funnels, including the use of CRM systems in accordance with department practices, policies, and procedures.
- Company Advocacy: Attend community events and participate in industry events, trade shows, and networking opportunities to promote our brand, generate leads, and build new partnerships.
Job Knowledge, Experience, and Training
- Minimum two-year technical degree, bachelor’s degree preferred.
- Minimum 2 years successful experience in sales and/or account management role.
- Prior experience and understanding of telecommunications products and services and the ability to work well in a technical environment preferred.
- Strong sales aptitude with a track record of success in outside sales or a related field. An ability to effectively communicate product features, benefits, and pricing to customers using consultative, value-oriented solutions-based selling required.
- Customer-centric mindset with a passion for delivering exceptional service and solutions tailored to each client’s needs.
- Excellent verbal and written communication skills to facilitate establishing executive level relationships with clients required.
- Excellent organizational and time management skills, with the ability to manage multiple projects, deadlines, and priorities concurrently.
- Self-motivated with a passion to succeed and a strong personal drive to embrace new opportunities and achieve goals.
- Proficient in Microsoft Office Suite, Gmail, Google Docs, and other software applications as deemed necessary to perform job functions.
Working Conditions and Other Requirements
- Ability to perform independently and positively in a fast-paced and changing work environment.
- Tact and patience are required when dealing with challenging customers to project a good company image. A good telephone personality is essential.
- Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
- Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
Business Account Manager
Position Title: Sales & Support Specialist – Retail – Tier 1
Department: Customer Service
Reports to: Customer Service Manager
Location: Wilkes County NC (2 Openings)
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
To work with the Customer Service team to address customer requests related to billing, sales, and support while assisting with daily administrative tasks. This includes communicating plans to represent the company’s products and services to customers and employees. Ensuring the accuracy of service orders, assigning plant facilities, scheduling technicians, maintaining documentation, and troubleshooting to restore services. Efficiently managing time and work is essential to maximize productivity and ensure timely customer care.
Essential Duties & Responsibilities
Job duties and responsibilities are split into three distinct operations: Billing, Sales and Support. This position requires that the candidate be able to perform these functions in a retail environment.
Primary Job Functions
- Acts upon direct instruction without continuous supervision.
- Review and answer customer questions related to payments, billing, service changes, or issues.
- Maintain profitable and productive relationships with customers. Provide excellent services and ensure customer satisfaction. Engage in consistent, excellent relationship management by following up with Customers by phone or email.
- Maintain up-to-date knowledge about product and network information and promotions.
- De-escalate situations involving dissatisfied customers, offering patience, assistance, and support.
- Perform retail and phone sales activities to achieve company sales objectives. Identify and contact potential customers for sales opportunities.
- Manage transactions with customers collecting payments whether in cash/check/credit card. Issue change when applicable and receipts.
- Greet customers when entering or leaving the store.
- Guide callers through navigating the company site or using the products or services.
- Process service orders and trouble tickets for customer accounts with accuracy and efficiency so that all requests are completed promptly according to the standards of the department benchmark.
- Maintain customer satisfaction levels at the department benchmark in relation to the company’s Net Promoter Score.
- Update customer database with contact details and interest information from prospective customers.
- Work independently or in a team to achieve a monthly sales quota.
- Determine the line route and plant facility assignment of new service locations. Provision and troubleshoot CPE in various network management systems/software.
- Performs data and switch modifications in connection with activation, suspension, and re-establishment of services.
- Provide Tier 1 support by taking an initial inquiry and using troubleshooting skills to assist customers with hardware, software or network problems. Recognize and escalate more difficult problems to Tier 2 support
- Assign/schedule technicians’ duties daily with accurate routing to appropriate areas to maximize efficiency.
- Maintain communication with various stakeholders (technicians, engineers, customers, etc.) regarding pending service orders, troubles, or mass outages.
Periodic Job Duties
- Provide assistance to other departments (Engineering, Central Office, Sales, etc.)
- Prepare various reports.
- Attend sales training, technical training, and educational programs for professional development.
- Perform other duties as directed by management.
Knowledge, Education & Experience
- Preferred two-year associate degree in a technical or business-related field and two years’ experience in sales, support, or customer service.
- Ability to learn job duties by observation and through employee training in specific work areas.
- Must possess excellent administrative and organizational skills. Excellent verbal and written communication skills.
- Ability to solve practical problems and deal with multiple concrete variables in situations with limited standardization.
- Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision.
- Ability to effectively present information and respond to questions from groups of managers, technicians, customers, and the public.
- Ability to work well in a goal-oriented and technical environment as a motivated team player.
- Computer proficiency is critical in applications such as Microsoft Office Suite, Gmail, Google Docs, billing system applications, and other software applications as deemed necessary to perform job functions or the ability to possess such skills within 90 days of the hire date.
- Knowledge of communication technology products and services and all company-provided CPE.
- Knowledge of communication systems operation, including installation, troubleshooting, and network design.
- Knowledge of company products and services.
- Skilled in persuasive techniques for sales purposes.
- Bi-lingual is preferred but not required.
Equipment
Equipment and/or tools used to perform job functions:
- Computer & Printer
- Telephone/ACD system
- Copier/Fax Machine
Physical Requirements & Working Conditions
- Work is in a controlled office environment.
- Long periods of sitting at workstation.
- Minimal amount of lifting, pushing/pulling, and carrying.
- Occasional walking, stooping, standing, bending, and reaching above head.
- Good eyesight to read computer screens and various reports.
- Hearing ability to communicate with employees and business contacts.
Other Requirements & Notes
- Ability to perform independently and positively in a fast-paced and changing work environment.
- Tact and patience are required when dealing with irate customers to project a good company image. A good telephone personality is essential.
- Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
- Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
- Follow company policies and procedures.
- Safety practices and guidelines must be understood and always followed.
Sales & Support Specialist – Retail – Tier 1 – Wilkes Office
Position Title: Field Engineer
Department: Engineering
Reports to: Director of Engineering
Location: Wilkes County NC
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
Plans and prepares drawings for construction of new and removal or rearrangement of existing aerial and underground lines, cables, and conduits. Accomplishes outside plant activities associated with rural broadband infrastructure deployment in a manner that will produce the expected level of results.
Essential Duties & Responsibilities
- Design and stake all new construction, changes, or additions to existing facilities.
- Obtain right of way easements from all property owners that will be affected by facilities being placed on their property off state right-of-way.
- Apply for and manage DOT permits for work orders in the assigned work area.
- Make clean and precise field notes that can be used for drafting that include all information to complete the job to company and RUS specifications.
- Draft field notes to complete staking sheets using AutoCAD and StellarRAD software programs or other software.
- Layout copper and/or fiber counts and assignments for work being performed.
- Assists in the inspection of work orders and contract construction, completing final documents including the tabulation of as-builts with contractors.
- Verifies outside plant acceptance testing on all outside plant, toll, and carrier facilities.
- Verifies and maintains documentation of all power company pole attachments.
- Coordinates work to be completed within a given time frame.
- Works with programs and procedures in accordance with approved policies.
- Performs all other related duties as assigned by management.
Job Knowledge, Experience & Training
- Must have an associate degree or equivalent experience.
- Must have working experience with GIS/AutoCAD,Geographic Information System (GIS), Fiber Records Management, Network Records Management, -GIS Data management.
- Must have or be able to obtain a notary certification.
- Must have three to five years of broadband plant experience.
- Knowledge of communications construction and engineering practices and principles.
- Knowledge of company products and services.
- Must have a working knowledge of Microsoft Office Suite and Google applications.
- Knowledge of industry regulations affecting engineering projects.
- Must be familiar with copper and fiber cable counts.
- Must have skills in operating various office equipment such as personal computers, various software programs and telephone systems.
- Skills in problem identification and resolution.
- Skills in oral and written communication.
- Skill in reading and interpreting technical documents and forms including work orders, staking sheets, schematics, and specification manuals.
- Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
- Ability to organize and prioritize multiple work assignments.
- Ability to pay close attention to detail.
- Ability to work independently and unsupervised.
- Ability to make sound decisions using information at hand.
- Ability to effectively function as a team player.
Working Conditions
- This job may require standing, walking, climbing, stooping/kneeling, lifting, pulling, pushing.
- This job may require being outside in inclement weather conditions.
- This job may require overtime based on workload.
- Work may be at night during a maintenance window or during outages.
Equipment
- Must operate company vehicles; therefore, must have a valid driver’s license. (Personal driving insurability may affect employment.)
- Use of company computers and equipment such as: desktop, laptop, iPad, GPS unit, DMI, smartphone.
- Use of various plant equipment.
Other Requirements & Notes
- Follow company policies and procedures.
- Unsafe conditions may be found performing work duties – Must proceed with caution, handling work in accordance with safety practices.
- Safety practices must be understood and observed.
- Maintain company vehicles and supplies in a neat and orderly manner.
- Work with contractors for such work as outside plant construction, cable splicing, service drop placement and outside plant removals.
- Traveling during the day may be required as needed to work at any RiverStreet property.
- Overnight stays out of town may be required as needed while working at any RiverStreet property.
Field Engineer – Wilkes
Position Title: Sales & Support Specialist – Retail – Tier 1
Department: Customer Service
Reports to: Customer Service Manager
Location: Belhaven NC
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
To work with the Customer Service team to address customer requests related to billing, sales, and support while assisting with daily administrative tasks. This includes communicating plans to represent the company’s products and services to customers and employees. Ensuring the accuracy of service orders, assigning plant facilities, scheduling technicians, maintaining documentation, and troubleshooting to restore services. Efficiently managing time and work is essential to maximize productivity and ensure timely customer care.
Essential Duties & Responsibilities
Job duties and responsibilities are split into three distinct operations: Billing, Sales and Support. This position requires that the candidate be able to perform these functions in a retail environment.
Primary Job Functions
- Acts upon direct instruction without continuous supervision.
- Review and answer customer questions related to payments, billing, service changes, or issues.
- Maintain profitable and productive relationships with customers. Provide excellent services and ensure customer satisfaction. Engage in consistent, excellent relationship management by following up with Customers by phone or email.
- Maintain up-to-date knowledge about product and network information and promotions.
- De-escalate situations involving dissatisfied customers, offering patience, assistance, and support.
- Perform retail and phone sales activities to achieve company sales objectives. Identify and contact potential customers for sales opportunities.
- Manage transactions with customers collecting payments whether in cash/check/credit card. Issue change when applicable and receipts.
- Greet customers when entering or leaving the store.
- Guide callers through navigating the company site or using the products or services.
- Process service orders and trouble tickets for customer accounts with accuracy and efficiency so that all requests are completed promptly according to the standards of the department benchmark.
- Maintain customer satisfaction levels at the department benchmark in relation to the company’s Net Promoter Score.
- Update customer database with contact details and interest information from prospective customers.
- Work independently or in a team to achieve a monthly sales quota.
- Determine the line route and plant facility assignment of new service locations. Provision and troubleshoot CPE in various network management systems/software.
- Performs data and switch modifications in connection with activation, suspension, and re-establishment of services.
- Provide Tier 1 support by taking an initial inquiry and using troubleshooting skills to assist customers with hardware, software or network problems. Recognize and escalate more difficult problems to Tier 2 support
- Assign/schedule technicians’ duties daily with accurate routing to appropriate areas to maximize efficiency.
- Maintain communication with various stakeholders (technicians, engineers, customers, etc.) regarding pending service orders, troubles, or mass outages.
Periodic Job Duties
- Provide assistance to other departments (Engineering, Central Office, Sales, etc.)
- Prepare various reports.
- Attend sales training, technical training, and educational programs for professional development.
- Perform other duties as directed by management.
Knowledge, Education & Experience
- Preferred two-year associate degree in a technical or business-related field and two years’ experience in sales, support, or customer service.
- Ability to learn job duties by observation and through employee training in specific work areas.
- Must possess excellent administrative and organizational skills. Excellent verbal and written communication skills.
- Ability to solve practical problems and deal with multiple concrete variables in situations with limited standardization.
- Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision.
- Ability to effectively present information and respond to questions from groups of managers, technicians, customers, and the public.
- Ability to work well in a goal-oriented and technical environment as a motivated team player.
- Computer proficiency is critical in applications such as Microsoft Office Suite, Gmail, Google Docs, billing system applications, and other software applications as deemed necessary to perform job functions or the ability to possess such skills within 90 days of the hire date.
- Knowledge of communication technology products and services and all company-provided CPE.
- Knowledge of communication systems operation, including installation, troubleshooting, and network design.
- Knowledge of company products and services.
- Skilled in persuasive techniques for sales purposes.
- Bi-lingual is preferred but not required.
Equipment
Equipment and/or tools used to perform job functions:
- Computer & Printer
- Telephone/ACD system
- Copier/Fax Machine
Physical Requirements & Working Conditions
- Work is in a controlled office environment.
- Long periods of sitting at workstation.
- Minimal amount of lifting, pushing/pulling, and carrying.
- Occasional walking, stooping, standing, bending, and reaching above head.
- Good eyesight to read computer screens and various reports.
- Hearing ability to communicate with employees and business contacts.
Other Requirements & Notes
- Ability to perform independently and positively in a fast-paced and changing work environment.
- Tact and patience are required when dealing with irate customers to project a good company image. A good telephone personality is essential.
- Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
- Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
- Follow company policies and procedures.
- Safety practices and guidelines must be understood and always followed.
Sales & Support Specialist – Retail – Belhaven NC Office
Position Title: Sales & Support Specialist Contact Center – Tier 1
Department: Customer Service
Reports to: Customer Service Manager
Location: Any service area office. Danville Va, Gretna Va, Wilkes NC, Belhaven NC, Ellerbe NC (2 Openings)
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
To work with the Customer Service team to address customer requests related to billing, sales, and support while assisting with daily administrative tasks. This includes communicating plans to represent the company’s products and services to customers and employees. Ensuring the accuracy of service orders, assigning plant facilities, scheduling technicians, maintaining documentation, and troubleshooting to restore services. Efficiently managing time and work is essential to maximize productivity and ensure timely customer care.
Essential Duties & Responsibilities
Job duties and responsibilities are split into three distinct operations: Billing, Sales and Support. This position requires that the candidate be able to perform these functions in a retail environment.
Primary Job Functions
- Acts upon direct instruction without continuous supervision.
- Review and answer customer questions related to payments, billing, service changes, or issues.
- Maintain profitable and productive relationships with customers. Provide excellent services and ensure customer satisfaction. Engage in consistent, excellent relationship management by following up with Customers by phone or email.
- Maintain up-to-date knowledge about product and network information and promotions.
- De-escalate situations involving dissatisfied customers, offering patience, assistance, and support.
- Perform retail and phone sales activities to achieve company sales objectives. Identify and contact potential customers for sales opportunities.
- Manage transactions with customers collecting payments whether in cash/check/credit card. Issue change when applicable and receipts.
- Greet customers when entering or leaving the store.
- Guide callers through navigating the company site or using the products or services.
- Process service orders and trouble tickets for customer accounts with accuracy and efficiency so that all requests are completed promptly according to the standards of the department benchmark.
- Maintain customer satisfaction levels at the department benchmark in relation to the company’s Net Promoter Score.
- Update customer database with contact details and interest information from prospective customers.
- Work independently or in a team to achieve a monthly sales quota.
- Determine the line route and plant facility assignment of new service locations. Provision and troubleshoot CPE in various network management systems/software.
- Performs data and switch modifications in connection with activation, suspension, and re-establishment of services.
- Provide Tier 1 support by taking an initial inquiry and using troubleshooting skills to assist customers with hardware, software or network problems. Recognize and escalate more difficult problems to Tier 2 support
- Assign/schedule technicians’ duties daily with accurate routing to appropriate areas to maximize efficiency.
- Maintain communication with various stakeholders (technicians, engineers, customers, etc.) regarding pending service orders, troubles, or mass outages.
Periodic Job Duties
- Provide assistance to other departments (Engineering, Central Office, Sales, etc.)
- Prepare various reports.
- Attend sales training, technical training, and educational programs for professional development.
- Perform other duties as directed by management.
Knowledge, Education & Experience
- Preferred two-year associate degree in a technical or business-related field and two years’ experience in sales, support, or customer service.
- Ability to learn job duties by observation and through employee training in specific work areas.
- Must possess excellent administrative and organizational skills. Excellent verbal and written communication skills.
- Ability to solve practical problems and deal with multiple concrete variables in situations with limited standardization.
- Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision.
- Ability to effectively present information and respond to questions from groups of managers, technicians, customers, and the public.
- Ability to work well in a goal-oriented and technical environment as a motivated team player.
- Computer proficiency is critical in applications such as Microsoft Office Suite, Gmail, Google Docs, billing system applications, and other software applications as deemed necessary to perform job functions or the ability to possess such skills within 90 days of the hire date.
- Knowledge of communication technology products and services and all company-provided CPE.
- Knowledge of communication systems operation, including installation, troubleshooting, and network design.
- Knowledge of company products and services.
- Skilled in persuasive techniques for sales purposes.
- Bi-lingual is preferred but not required.
Equipment
Equipment and/or tools used to perform job functions:
- Computer & Printer
- Telephone/ACD system
- Copier/Fax Machine
Physical Requirements & Working Conditions
- Work is in a controlled office environment.
- Long periods of sitting at workstation.
- Minimal amount of lifting, pushing/pulling, and carrying.
- Occasional walking, stooping, standing, bending, and reaching above head.
- Good eyesight to read computer screens and various reports.
- Hearing ability to communicate with employees and business contacts.
Other Requirements & Notes
- Ability to perform independently and positively in a fast-paced and changing work environment.
- Tact and patience are required when dealing with irate customers to project a good company image. A good telephone personality is essential.
- Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
- Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
- Follow company policies and procedures.
- Safety practices and guidelines must be understood and always followed.
Sales & Support Specialist – Contact Center
Position Title: Sales & Support Specialist – Tier 2 – Hickory, NC
Department: Customer Service
Reports to: Customer Service Manager
Location: Hickory, NC
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
To work with the Customer Service team to address customer requests related to support while assisting with daily administrative tasks. This includes communicating plans to represent the company’s products and services to customers and employees. Ensuring the accuracy of service orders, scheduling technicians, maintaining documentation, and troubleshooting to restore services. This position acts as an escalation for Tier 1 Sales & Support Specialists. Efficiently managing time and work is essential to maximize productivity and ensure timely customer care.
Active participation is needed to achieve company goals and maintain standard levels of service.
Essential Duties & Responsibilities
Job duties and responsibilities are split into three distinct operations: Billing, Sales and Support. This position requires that the candidate be able to perform these functions in a retail environment.
Primary Job Functions
- Acts upon direct instruction without continuous supervision.
- Review and answer customer questions related to services or service-related issues.
- Maintain profitable and productive relationships with customers. Provide excellent services and ensure customer satisfaction. Engage in consistent, excellent relationship management by following up with Customers by phone or email.
- Maintain up-to-date knowledge about product and network information and promotions.
- De-escalate situations involving dissatisfied customers, offering patience, assistance, and support.
- Guide callers through navigating products or services.
- Process trouble tickets for customer accounts with accuracy and efficiency so that all requests are completed promptly according to the standards of the department benchmark.
- Maintain customer satisfaction levels at the department benchmark in relation to the company’s Net Promoter Score.
- Update customer database with contact details.
- Provision and troubleshoot CPE in various network management systems/software.
- Performs data and switch modifications in connection with activation, suspension, and re-establishment of services.
- Provide Tier 2 support by taking telephone or email inquiry and using troubleshooting skills to assist customers with hardware, software or network problems. Recognize and escalate unresolved problems to Tier 3 support or technician dispatch.
- Assign/schedule technicians’ duties daily with accurate routing to appropriate areas to maximize efficiency.
- Maintain communication with various stakeholders (technicians, engineers, customers, etc.) regarding pending service orders, troubles, or mass outages.
Periodic Job Duties
- Provide assistance to other departments (Engineering, Central Office, Sales, etc.)
- Prepare various reports.
- Attend sales training, technical training, and educational programs for professional development, some of which may require overnight travel.
- Perform other duties as directed by management.
Knowledge, Education & Experience
- Recommended two-year associate degree in a technical field or two years related experience.
- Ability to learn job duties by observation and through employee training in specific work areas.
- Ability to solve practical problems and deal with multiple concrete variables in situations with limited standardization.
- Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision. Excellent verbal and written communication skills.
- Ability to work well in a goal-oriented and technical environment as a motivated team player.
- Computer proficiency is critical in applications such as Google Suites, billing system applications, and other software applications as deemed necessary to perform job functions or the ability to possess such skills within 90 days of the hire date.
- Knowledge of communication technology products and services and all company-provided CPE.
- Knowledge of communication systems operation, including installation, troubleshooting, and network design.
- Skilled in persuasive techniques for sales purposes.
- Bi-lingual is a plus but not required.
Equipment
Equipment and/or tools used to perform job functions:
- Computer & Printer
- Telephone/ACD system
- Copier/Fax Machine
Physical Requirements & Working Conditions
- Shift time for this position is from 6:00 AM to 8:00 PM including weekends and holidays with a 10-hour rotating shift. Shift One is from 6:00 AM to 5:00 PM. Shift Two is from 9:00 AM to 8:00 PM. Normal working days for this posting is Wednesday – Saturday.
- Work is in a controlled office environment.
- Long periods of sitting at workstation.
- Minimal amount of lifting, pushing/pulling, and carrying.
- Occasional walking, stooping, standing, bending, and reaching above head.
- Good eyesight to read computer screens and various reports.
- Hearing ability to communicate with employees and business contacts.
Other Requirements & Notes
- Ability to perform independently and positively in a fast-paced and changing work environment.
- Tact and patience are required when dealing with irate customers to project a good company image. A good telephone personality is essential.
- Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
- Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
- Follow company policies and procedures.
- Safety practices and guidelines must be understood and always followed.
Sales & Support Specialist – Tier 2 Support – Hickory
Position Title: Sales & Support Specialist – 24-Hour Call Center
Department: Customer Service
Reports to: Sales & Support Supervisor
Location: Ellerbe, NC
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
To work with the Customer Service team to address customer requests related to billing and support while assisting with daily administrative tasks. This includes communicating plans to represent the company’s products and services to customers and employees. Ensuring the accuracy of service orders, scheduling technicians, maintaining documentation, and troubleshooting to restore services. Efficiently managing time and work is essential to maximize productivity and ensure timely customer care.
Active participation is needed to achieve company sales goals and maintain standard levels of service.
Essential Duties & Responsibilities
Job duties and responsibilities are split into three distinct operations: Billing, Sales and Support. This position requires that the candidate be able to perform these functions in a call center environment.
Primary Job Functions
- Acts upon direct instruction without continuous supervision.
- Review and answer customer questions related to services or service-related issues.
- Maintain profitable and productive relationships with customers. Provide excellent services and ensure customer satisfaction. Engage in consistent, excellent relationship management by following up with Customers by phone or email.
- Maintain up-to-date knowledge about product and network information and promotions.
- De-escalate situations involving dissatisfied customers, offering patience, assistance, and support.
- Guide callers through navigating the company site or using the products or services.
- Process trouble tickets for customer accounts with accuracy and efficiency so that all requests are completed promptly according to the standards of the department benchmark.
- Maintain customer satisfaction levels at the department benchmark in relation to the company’s Net Promoter Score.
- Manage transactions with customers, collecting payments by check/credit card.
- Update customer database with contact details and interest information from prospective customers.
- Provision and troubleshoot CPE in various network management systems/software.
- Performs data and switch modifications in connection with activation, suspension, and re-establishment of services.
- Provide Tier 1 support by taking an initial telephone or email inquiry and using troubleshooting skills to assist customers with hardware, software or network problems. Recognize and escalate more difficult problems to Tier 2 support.
- Assign/schedule technicians’ duties daily with accurate routing to appropriate areas to maximize efficiency.
- Maintain communication with various stakeholders (technicians, engineers, customers, etc.) in regard to pending service orders, troubles, or mass outages.
Periodic Job Duties
- Provide assistance to other departments (Engineering, Central Office, Sales, etc.)
- Prepare various reports.
- Attend sales training, technical training, and educational programs for professional development, some of which may require overnight travel.
- Perform other duties as directed by management.
Knowledge, Education & Experience
- Recommended two-year associate degree in a technical or business-related field or two years related experience in sales, support, or customer service.
- Ability to learn job duties by observation and through employee training in specific work areas.
- Ability to solve practical problems and deal with multiple concrete variables in situations with limited standardization.
- Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision. Excellent verbal and written communication skills.
- Ability to work well in a goal-oriented and technical environment as a motivated team player.
- Computer proficiency is critical in applications such as Google Suites, billing system applications, and other software applications as deemed necessary to perform job functions or the ability to possess such skills within 90 days of the hire date.
- Knowledge of communication technology products and services and all company-provided CPE.
- Knowledge of communication systems operation, including installation, troubleshooting, and network design.
- Skilled in persuasive techniques for sales purposes.
- Bi-lingual is a plus but not required.
Equipment
Equipment and/or tools used to perform job functions:
- Computer & Printer
- Telephone/ACD system
- Copier/Fax Machine
Physical Requirements & Working Conditions
- Shift times for this position are from 8:00 AM to 8:00 PM and 8:00 PM to 8:00 AM including weekends and holidays with a 12-hour rotating shift. Shift rotates as three (3) days on, three (3) days off. Additional shifts may be added as needed. Shift for this posting is 8 am – 8 pm.
- Work is in a controlled office environment.
- Long periods of sitting at workstation.
- Minimal amount of lifting, pushing/pulling, and carrying.
- Occasional walking, stooping, standing, bending, and reaching above head.
- Good eyesight to read computer screen and various reports.
- Hearing ability to communicate with employees and business contacts.
Other Requirements & Notes
- Ability to perform independently and positively in a fast-paced and changing work environment.
- Tact and patience are required when dealing with irate customers to project a good company image. A good telephone personality is essential.
- Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
- Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
- Follow company policies and procedures.
- Safety practices and guidelines must be understood and always followed.
Sales & Support Specialist – 24-Hour Call Center – Ellerbe
Position Title: Cable Locator Technician
Department: Network Services
Reports to: Director of Network Services (NC West)
Location: Wilkes and Stokes, NC
The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Purpose of Position
This is a full time Bargaining Unit position responsible for the location, identification, and marking of both copper and fiber optic underground plant facilities.
Essential Duties & Responsibilities
- Determine and mark the correct location of underground facilities, both fiber optic and copper, to prevent damage.
- Use efficient and logical determination to determine the location of troubles, which includes the replacement or repair of located faults in both copper and fiber facilities.
- Use test equipment and record proper readings, including but not limited to OTDR and 3M cable locator.
- Assure that plant is maintained at RUS standards.
- Must operate company vehicles; therefore, must have a valid driver’s license. (Personal driving insurability may affect employment.)
- Perform other duties as assigned by Management.
Special Conditions
- This position may require working overtime, on nights, weekends, holidays, and during inclement weather conditions.
- Must possess an exceptionally positive attitude and have the ability to work and get along with other employees.
- Must be able to meet with and deliver exceptional customer service to RiverStreet customers.
Job Knowledge, Experience, & Training
- An associate’s degree or the equivalent experience is required.
- Must be willing to attend training courses as requested, which could include travel and overnight stays.
- Good verbal communication skills.
- Detail oriented.
- Ability to work as part of a team.
- Ability to work in a technical environment.
- Ability to work quickly and efficiently under pressure.
- Always exhibit safe work habits.
Physical Requirements
- Must be able to determine colors.
- Physically capable of performing related work.
- Must be able to lift weights of 100+ pounds.
- Stooping and bending are required.
Other Requirements & Notes
- Must be willing to work in a fast-paced environment.
- Must be able to adapt to change easily.
- Follow company policies and procedures.
- Safety practices and guidelines must be understood and followed.
- Maintain company vehicles and supplies in a neat and logical manner.
- Work with contractors on occasions.
Cable Locator Technician
Wilkes and Stokes NC
Disclaimer
Wilkes Communications | RiverStreet Networks is committed to providing equal employment opportunities to all persons regardless of race, color, creed, religion, national origin, sex, sexual orientation, pregnancy, veteran status, disability, age, marital status, familial status, genetic information membership or activity in local human rights commission, or status concerning public assistance, or other status protected by local or national law. Wilkes Communications | RiverStreet Networks will not tolerate unlawful discrimination in any employment practices including, but not limited to, the following: hiring, upgrading, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. Wilkes Communications | RiverStreet Networks provides reasonable accommodation to applicants and employees with disabilities.