Customer Support Specialist

Why Work Here?

Our mission to achieve universal service addresses America’s current critical needs to build out broadband capabilities for telehealth, online learning, and keeping families connected. Join us and help USAC accomplish our mission to bridge the digital divide. Through its administration of the $10 billion Universal Service Fund (USF) programs on behalf of the FCC, USAC works to promote the availability of quality services at just, reasonable and affordable rates and to increase access to advanced telecommunications services throughout the nation. Additional information on USF programs can be found at: https://www.usac.org/about/

Benefits

USAC supports our employees well beyond their salary with a system of benefits that rivals the top organizations in the country. Simply put: if you are committed to improving the lives of others, we are committed to improving yours. USAC provides low-premium, top-of-the-line medical, dental, and vision insurance in addition to disability and life coverage. Generous 401k contribution, Federal and floating holidays, paid sick leave and vacation time that increases every year. Regular telework schedule and opportunities to take professional development courses and training.

A Multicultural Team

We have actively built an organization that doesn’t just celebrate our diversity; we depend on it. The challenges of achieving universal service require creative and unique perspectives. Our accepting and inclusive community will challenge you to grow and learn from others while always recognizing the value of your contribution.

USAC employees are passionate about our mission. Our work contributes to the success of all Americans. We’ve worked together to build a culture that is collaborative, ambitious, outcome-oriented, and feedback-focused.

As USAC continues to support universal service impacting healthcare providers, educators, and consumers, it is critical now more than ever that we hire people equally passionate and committed to helping fulfill our mission. We are currently seeking an experienced, dynamic, and collaborative professional to serve as an Customer Support Specialist on our Rural Healthcare team. The Customer Support Specialist will help and execute a strategy for stakeholder engagement, be the direct Tier 2 point of contact for all stakeholder cases, build awareness of USAC’s programs through speaking events and webinar participation and develop creative solutions to help improve USAC’s service model. The Customer Support Specialist works as part of the team to enhance stakeholder engagement, provide program lifecycle benefits, and assist the division and the company in addressing stakeholder and programmatic needs.

This is an outstanding career opportunity for an individual interested in a genuine professional challenge in support of a public-spirited mission.

Working in a creative and fast-paced environment, the Customer Support Specialist responsibilities will include the following:

• Demonstrate strong writing and editing skills with focus on application to multiple audiences.

• Engage, triage, trouble-shoot, and develop solutions for all customer issues.
• Answer all Tier 2 inquiries, via the customer relationship management (CRM) software, escalated or work to escalate to program defined subject matter experts.
• Act as liaison and resource between the stakeholders and Program teams for all escalated cases.
• Support the customer service center contractor through action and activity reinforcing the end goal of stakeholder case resolution.
• Prepare, disseminate for review, upload, and maintain knowledge articles, with updates from programs related to forms, processes, and resources, for agent use within the CRM.

• Write for online audiences, including USAC's website and online tools.
• Develop content for PowerPoint presentations, outreach collateral, and webinars.
• Respond to stakeholder questions and concerns, and facilitate conversations between internal operations, technology and customer service teams, and external stakeholders.
• Review outgoing communications, maintain lists, project status updates, and checklists.

• Collaborate with USAC teams, as needed, to support the development and execution of successful and efficient stakeholder communications and training sessions.

• Implement outreach strategies to connect with target constituencies.

• Assist in identification and implementation of process improvement practices.
• Attend work- related conferences, seminars, community outreach, and/ or other events as needed.
• Other duties, as assigned

About You

The successful candidate will excel at operating in a diverse and fluid environment, and will be crucial for the success of the Universal Services programs.

• Bachelor’s degree and/or relevant technical training and certifications.
• Three (3) to four (4) years of directly related experience.
• Marketing or communications experience preferred.
• Outstanding communication skills with clear and concise writing and reading comprehension.
• Ability to rely on instructions and established guidelines.
• Ability to identify and implement continuous process improvement.
• Proficient in the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Visio).

While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. This is largely a sedentary role; however, the employee may occasionally be required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

USAC is committed to providing a safe and healthy workplace for all employees. All offers of employment with USAC are conditioned on completing and passing a background and reference check. USAC is an Equal Opportunity Employer. No agencies please.