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.

JOIN OUR TEAM

Current Open Positions

Posted on June 28, 2024

Position Title: Network Operations Support Specialist – Wilkes office
Department: Network Operations
Reports to: Network Operations Support Manager
Location: Wilkesboro, 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 ensure all aspects of day-to-day work, whether assigned or unassigned to various technicians, are properly completed.  Duties will include, but are not limited to, confirming accuracy of each service order, assignment of plant facilities, and maintaining accurate documentation.
  • Provide troubleshooting to restore service or assign and schedule various technicians as needed.
  • Efficient management of specific work areas to maximize technician productivity for accurate and on-time routing.

Essential Duties & Responsibilities

Primary Job Duties & Responsibilities

  • Responsible for the completion of work orders, trouble tickets, an NC811 locate requests.  This will include creating and signing off troubles and locates, determining line route and plant facility assignment of new service locations, provisioning of network equipment, and support of each service in their respective operating system.
  • Provision and troubleshoot CPE in various network management systems/software.
  • Ensure all locate requests for NC811 service are completed, properly coded, and signed off in the Positive Response Database meeting work deadlines and in compliance with North Carolina state law.
  • Performs data and switch modifications in connection with activation, suspension, and re-establishment of services.  
  • Use troubleshooting skills to assist customers with Internet browser software, digital video, computer/networking and residential wiring and to provide technical support to customers on set-up and use of equipment and services.
  • Provide various technicians with accurate routing to appropriate areas to maximize efficiency.
  • Assignment of various technicians’ duties and schedules on a daily basis.
  • Maintain accurate records of all subscriber record changes, line route changes, and troubles completed by various technicians.
  • Maintain communication with various stakeholders (technicians, sales, and support reps, customers, etc.) in regard to pending service orders, troubles, or mass outages.
  • Acts upon direct instruction without continuous supervision.
  • Work is structured to allow the employee to proceed with duties, working within company policies and practices.

Periodic Job Duties

  • Provide assistance to other departments (Engineering, Central Office, Sales, etc.)
  • Prepare various reports.
  • Work with cut-over crews to perform line modifications, copper to fiber conversions, etc.
  • Perform other duties as directed by management.

Job Knowledge, Skills, and Abilities

  • Preferred two-year Associate degree in a technical or business-related field.
  • Experience in an office environment preferred.
  • Ability to learn job duties by observation and through training given by employees in specific work area.
  • Must possess excellent administrative and organizational skills.
  • Computer and typing skills are required, with proficiency in word processing and spreadsheets.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations with limited standardization.
  • Ability to effectively present information and respond to questions from groups of managers, technicians, customers, and the general public.
  • Knowledge of communication systems operation, including installation, troubleshooting, and network design is preferred.
  • Knowledge of company products and services.

Equipment

Equipment and/or tools used to perform job functions.

  • Computer & Printer
  • Telephone and voice mail 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 screen and various reports.
  • Hearing ability to communicate with employees and business contacts.

Other Requirements

  • Ability to perform independently and positively in a fast-paced and changing work environment.
  • Receiving trouble reports can sometimes require working with an irate customer.  Tact and patience are required to project a good company image.  A good telephone personality is essential.
  • A large portion of employee’s time is given to processing trouble reports and plant record data…..accuracy is required.
  • Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
  • If needed, would work with temporary personnel for assistance in maintaining the trouble report system and ensure the satisfactory performance of those assigned duties.         
  • Attention to detail, excellent attendance, and flexibility to work overtime or a varying schedule is a requirement.
  • Follow company policies and procedures.
  • Safety practices and guidelines must be understood and followed at all times.

Drafting / CAD Specialist – Wilkes Office

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Posted on July, 18, 2024

Position Title: IT Support Specialist – Wilkes office
Department: Information Technology
Reports to: IT Support Manager
Location: Wilkesboro, 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

The Information Technology Support Specialist is responsible for installing and maintaining computer workstations, software, and peripheral devices.  This requires a constant desire to learn and implement new and updated technologies.  This is a non-exempt position.


The Information Technology Support Specialist will be a point of contact for employees who have issues related to their computer systems.

Essential Duties & Responsibilities

Primary Job Duties & Responsibilities

  • Setup computers and computer peripheral devices (printers, scanners, etc.).
  • Troubleshoot issues with computer systems, computer hardware and supporting devices either by phone, in person or remotely, to ensure functionality.
  • Must support end users via phone, email, and/or SMS.
  • Install and configure necessary software to meet the needs of the company.
  • Installation and maintenance of corporate network and supporting cabling.
  • Ensure security of the company systems and network. 
  • Provide training and guidance to users on how to use new software or computer equipment.
  • Help with upgrades and any maintenance of computer systems, servers, or network within the company.
  • Maintain records/logs of service on any company systems.
  • Retire various systems once the systems are removed from service.
  • Must be able to keep information confidential as it pertains to users, customers, or business.
  • Support meeting rooms and assist during meetings as needed.
  • Assist in the physical access control of company facilities.
  • Assist with any Cyber Security initiatives for the company.
  • Able to take support calls after business hours during assigned on-call schedule.

Periodic Job Duties

  • Provide support to all the departments of WCI, and RiverStreet companies.
  • Provide monthly and yearly reports.
  • Work with other departments to provide service and support.
  • Provide periodic scrubbing and refurbishing of systems for retirement.
  • After hours work may be assigned on occasion due to maintenance or installation of systems.
  • Periodic overnight travel as deemed necessary by supervisor.
  • Performs other duties as deemed necessary by supervisor.

Job Knowledge, Experience, and Training

  • Minimum two-year associate degree in a Computer Science or Networking technical program and a Minimal 2 years of related experience in Computer or Networking related field.
  • Excellent Diagnostic and problem-solving skills.
  • Good organizational and time-management skills.
  • Experience with using Microsoft Office and/or Google Apps.
  • Must be able to work independently and as part of a team.
  • Must be able to follow documented procedures.
  • Must be proficient in problem solving and logic paths for troubleshooting.
  • Knowledge of modern computer systems operation, including installation, troubleshooting and network design is necessary.
  • Ability to resolve issues and communicate to different contacts the root cause and resolution.
  • Ability to provide training if necessary for our customers.
  • Ability to perform research and document/present findings of products, software, or theories as requested.

Equipment

  • Computers, Servers, Printers and Network Switches
  • Routers, Firewalls and Access Points
  • Office Equipment, Telephones, Voicemail and Email
  • Access Control Systems, Security Cameras

Physical Requirements & Working Conditions

  • Work is in, but not limited to, a controlled office environment.
  • Periods of sitting at a workstation
  • Periodic ladder work for troubleshooting / installation
  • Lifting – up to 50 lbs.
  • Pushing/Pulling – Moderate
  • Carrying – Moderate
  • Stooping, Reaching, Bending, and Climbing

Other Requirements

  • Acts upon direct instruction without continuous supervision.
  • Work is structured to allow an employee to perform duties, working within company policies and practices.
  • Follow company policies and procedures.
  • Maintain a safe and clean working environment.
  • Safety practices must be understood and observed.

IT Support Specialist – Wilkes Office

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Posted on July 22, 2024

Position Title: Residential Sales & Support Specialist – Call Center – Wilkes office
Department: Customer Service & Support
Reports to: Residential Customer Service Manager
Location: Wilkesboro, 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 in handling all billing and sales-related requests by customers and to assist in the administrative duties that are required to carry out the day-to-day operations. To assist in the communication of such plans and strategies to effectively represent the company’s products and services to existing customers, prospective customers and company employees. To actively participate in reaching a company sales goal of maintaining and acquiring new accounts and increasing ARPA.

Essential Duties & Responsibilities

Job duties and responsibilities are split into two distinct operations: Residential Sales and Residential Billing. This position requires that the candidate be able to perform both functions in a retail environment.

Primary Job Functions

  • Perform phone sales activities to achieve company sales objectives.
  • Manage transactions with customers, collecting payments by check/credit card. 
  • Review and answer customer questions related to payments, billing issues, questions and account changes and new services.
  • Identify and contact potential customers for sales opportunities.
  • Update customer database with contact details and interest information from prospective customers.
  • Perform daily tasks based on assigned work plans.
  • Maintain profitable and productive relationships with customers.
  • Maintain up-to-date knowledge about product information and promotions.
  • Attend sales training and educational programs for professional development.
  • Communicate with customers through the phone and emails.
  • Respond to customer queries promptly and professionally.
  • Work independently or in a team to achieve monthly sales quota.
  • Provide excellent services and ensure customer satisfaction.  Engage in consistent, excellent relationship management by following up with Customers by phone or email.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Guide callers through navigating the company site or using the products or services.
  • Make outbound calls to sell company products.
  • Make follow-up sales calls to existing customers and make win-back calls to inactive customers that have removed services in efforts to reduce customer churn.
  • Scan customer request forms.
  • Process service and/or account orders for customer accounts with accuracy and efficiency so that all requests are completed in a timely manner to the standards of the department benchmark.
  • Maintain customer satisfaction levels at the department benchmark in relation to the company Net Promoter Score.

Knowledge, Education, and Experience

  • High School diploma and minimum two years’ experience in sales or customer service fields.
  • Excellent written and presentation skills.  Excellent verbal communication skills.
  • Detail oriented, ability to work efficiently under deadline pressure.
  • Must be able to organize and prioritize multiple job assignments with minimal supervision.
  • Ability to work well in a technical environment as a motivated team player.
  • Computer proficiency is critical in applications such as Microsoft Office Suite, Gmail, Google Docs, billing system application and other software applications as deemed necessary to perform job functions, or ability to possess such skills within 90 days of hire date.
  • Knowledge of communication technology products and services and all company provided CPE.
  • Skilled in persuasive techniques for sales purposes.
  • Bi-lingual preferred but not required.

Equipment

Equipment and/or tools used to perform job functions.

  • Computer & Printer
  • Telephone/ACD system
  • Copier/Fax Machine

Mental Work Requirements

This position requires flexibility to take on many different types of tasks. The job involves the ability to develop detailed work under pressure to meet deadlines. The job involves the ability to be able to make active sales calls with customers and prospective customers.  Tasks include working with and gaining the cooperation of company employees and supervisors to help promote a team atmosphere.

Other Requirements and Notes

Must be willing to work in a fast-paced environment and adapt to change easily.  Also, must be willing to perform other tasks as assigned by management.


Residential Sales & Support Specialist – Call Center – Wilkes Office

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Posted on April 14, 2024

Position Title: Network Service Technician
Department: Network Services
Reports to: Business & Commercial Sales Manager
Location: Danville, 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

  • Associate’s Degree in a relevant technical field or the equivalent experience is required.
  • Must be willing to attend training schools, which includes travel, and staying overnight or nights away from home.
  • 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, FTTx, and Wi-Fi strongly preferred.

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 – Danville Office

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Posted on April 8, 2024

Position Title: Network Service Technician
Department: Network Services
Reports to: Director of Network Services (NC West)
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

  • 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

  • Associate’s Degree in a relevant technical field or the equivalent experience is required.
  • Must be willing to attend training schools, which includes travel, and staying overnight or nights away from home.
  • 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, FTTx, and Wi-Fi strongly preferred.

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 – Ellerbe Office

Name
Email Address
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Posted on March 12, 2024

Position Title: Residential Sales & Support Specialist – Ellerbe Office
Department: Customer Service & Support
Reports to: Residential Sales and 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 in handling all billing and sales-related requests by customers and to assist in the administrative duties that are required to carry out the day-to-day operations. To assist in the communication of such plans and strategies to effectively represent the company’s products and services to existing customers, prospective customers, and company employees. To actively participate in reaching a company sales goal of maintaining and acquiring new accounts and increasing ARPA.

Essential Duties & Responsibilities

Job duties and responsibilities are split into two distinct operations: Residential Sales and Residential Billing. This position requires that the candidate be able to perform both functions in a retail environment.

Primary Job Functions

  • Perform retail and phone sales activities to achieve company sales objectives.
  • Manage transactions with customers using cash registers, collecting payments whether in cash/check/credit card.  Issue change when applicable and receipts.
  • Greet customers when entering or leaving the store.
  • Review and answer customer questions related to payments, billing issues, questions and account changes, and new services.
  • Identify and contact potential customers for sales opportunities.
  • Update customer database with contact details and interest information from prospective customers.
  • Perform daily tasks based on assigned work plans.
  • Maintain profitable and productive relationships with customers.
  • Maintain up-to-date knowledge about product information and promotions.
  • Attend sales training and educational programs for professional development.
  • Communicate with customers through the retail location, phone, and emails.
  • Respond to customer queries promptly and professionally.
  • Work independently or in a team to achieve monthly sales quota.
  • Provide excellent services and ensure customer satisfaction.  Engage in consistent, excellent relationship management by following up with Customers by phone or email.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Guide callers through navigating the company site or using the products or services.
  • Make outbound calls to sell company products.
  • Make follow-up sales calls to existing customers and make win-back calls to inactive customers who have removed services in an effort to reduce customer churn.
  • Scan customer request forms.
  • Process service and/or account orders for customer accounts with accuracy and efficiency so that all requests are completed in a timely manner to the standards of the department benchmark.
  • Maintain customer satisfaction levels at the department benchmark in relation to the company Net Promoter Score.

Knowledge, Education, and Experience

  • High School diploma and a minimum of two years’ experience in sales or customer service fields.
  • Excellent written and presentation skills.  Excellent verbal communication skills.
  • Detail oriented, ability to work efficiently under deadline pressure.
  • Must be able to organize and prioritize multiple job assignments with minimal supervision.
  • Ability to work well in a 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 hire date.
  • Ability to balance cash drawer on a daily basis as needed.
  • Knowledge of communication technology products and services and all company-provided CPE.
  • 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

Mental Work Requirements

This position requires flexibility to take on many different types of tasks. The job involves the ability to develop detailed work under pressure to meet deadlines. The job involves the ability to be able to make active sales calls with customers and prospective customers.  Tasks include working with and gaining the cooperation of company employees and supervisors to help promote a team atmosphere.

Other Requirements and Notes

Must be willing to work in a fast-paced environment and adapt to change easily. Also, must be willing to perform other tasks as assigned by management.


Residential Sales & Support Specialist – Ellerbe Office

Name
Email Address
Upload your resume in .pdf, .doc or .docx format
Accepted file types: pdf, doc, docx, Max. file size: 25 MB.

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.

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