Training Coordinator

Job Summary:

FOCUS Broadband is seeking a Training Coordinator to join our Corporate Training Team. As part of this team, the Training Coordinator will work with other coordinators to design, develop, and implement practical employee training to produce a more efficient and effective workforce. The Training Coordinator needs intricate knowledge of all product lines, rates & charges, and service order procedures. This position requires the coordinator to support the Training Manager and the other Training Coordinators on the team. An essential responsibility and skill to map out training plans, training schedules, designing, and developing training programs. As a Training Coordinator at FOCUS Broadband, it is vital to pivot with changes in technology and procedures to provide excellent customer service to our internal and external customers.

• Train all relevant personnel in service orders, procedure changes, and provisioning requirement changes. 
• Training includes orientation to the company, in-depth knowledge of all products and services, billing and membership practices, service order procedures, appropriate application of rates and charges, proper routing of service orders, and telephone etiquette.
• Create and update all relevant personnel reference materials and job aids to reflect product changes, rate changes, service order procedure changes, and billing practices (i.e. credit requirements). 
• Stay current on developing training and industry procedures that Customer Care Representatives and other departments will be required to follow (i.e. porting of telephone numbers, Carrier Access Record Exchange (CARE) processes). 
• Conduct weekly training for all Customer Care Representatives to cover product or procedural changes and remedial training in all areas.
• Assist in developing and implementing quality assurance measures within call recording software; conduct audits of customer-facing calls and in-person interactions to evaluate performance and apply standardized metrics for continuous quality improvement.
• Develop and set up new service order types as needed to include proper routing of orders through various FOCUS Broadband departments to ensure efficient provisioning of services. 
• Create edit reports to ensure proper application of business rules, rates, and charges.
• Team with the IS department to identify requirements in the Company's customer relationship management (CRM) software. Making sure the CRM meets the company needs, and test changes to our service orders/provisioning systems as required.

Minimum Qualifications:

• Associate degree or equivalent required and a minimum of five years of experience with FOCUS Broadband’s support systems. Bachelor’s degree preferred. 
• Previous experience with FOCUS Broadband’s service orders (CRM), provisioning services (ETI, SLM, i-SAT), billing procedures, company policies, and company practices.
• Proficiency in PC programs, specifically Word, Excel, PowerPoint, and Adobe.
• Strong communication and presentation experience. 
• Must maintain a good driving record and a valid driver’s license.

Who is FOCUS Broadband?

FOCUS Broadband is North Carolina's largest communications cooperative. Formerly known as ATMC, our humble roots began in 1955 when residents banded together to bring telephone service to Brunswick County for the first time. Today, our team provides high-speed fiber optic internet, Merge TV, Wireless Security, and more. 

FOCUS Broadband is proud of our history and reputation for putting our customers first. FOCUS Broadband has built its reputation by providing outstanding customer service and technology. We are building a next-generation, 100% fiber-optic network in Brunswick County. We are expanding our reach to serve portions of Bladen, Chowan, Columbus, Duplin, Hoke, Pender, Perquimans, Robeson, and Scotland Counties. 

As employees at FOCUS Broadband, our team enjoys rewarding, challenging, and exciting careers. Though we number more than 300 employees, FOCUS Broadband maintains a small company feel by letting employees know they are appreciated, valued, and recognized. Our team enjoys competitive earnings and excellent benefits, including a 401k with a company match with an additional company contribution to the 401k, an on-site clinic, a lucrative wellness program, tuition reimbursement to help with career advancement, and much more. FOCUS Broadband is a "Local Company with Local Priorities."

Are you ready to start an exciting career with FOCUS Broadband?

FOCUS Broadband Benefits:

• Competitive Salaries
• 401k company contributed plus tiered match
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees 
• Employer-paid Short-Term and Long-term Disability coverage.
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life.
• On-Site Clinic: available Monday-Friday
• Wellness Bonus Program - including Gym Reimbursement 
• Tuition Reimbursement
• Generous PTO & Paid Holidays

The above statements describe the level of work performed and expected in general terms. They are not intended to list all the responsibilities, duties, and/or skills required of employees. Furthermore, nothing in this job description shall be interpreted to conflict with, eliminate, or modify in any way Focus Broadband's employment-at-will status. 

Focus Broadband is an Equal Opportunity Employer. Focus Broadband is a Drug-Free Workplace. Focus Broadband participates in the E-Verify system operated by the US Department of Homeland Security.