NEXT Customer Service Representative

Deadline to Apply: 4:30PM on August 14, 2025

Job Summary and Objectives:

Supports all aspects of the subscriber experience, including but not limited to scheduling, provisioning, first-tier technical assistance, connects/disconnects, billing, and providing outstanding service for a high level of subscriber satisfaction. The Customer Service Representative promotes positive public relations through knowledgeable, responsive, and courteous interactions with current and potential subscribers, contractors, vendors, and the general public.

Responsibilities & Essential Job Functions:

Promptly and courteously responds to subscriber inquiries and provides support via telephone, email, written correspondence, or face to face regarding service requests.

Provides technical support and troubleshooting to subscribers using software troubleshooting tools including equipment management software and the company’s network tools.

Maintains accurate and complete member records via computer in a timely fashion including but not limited to contact tracking records, notes, and set up and provisioning of accounts, addresses, billing, collections, outages, and related procedures to ensure generation of appropriate records, correspondence, and service orders for effective work management.

Coordinates with internal staff and contractors to address various customer service-related issues, including eligibility, billing, equipment, technical issues, etc.

Promotes a positive subscriber experience through ongoing and effective employee/subscriber/contractor/vendor/partner communication. Attends community and promotional events as appropriate.

Promotes and maintains a safe working environment, observes all safety rules, and supports the Mission Statement and Core Values in carrying out the responsibilities of the position.

Supports and keeps up to date of bylaws, guidelines, policies/procedures and philosophies of the parent cooperative to effectively serve and support members and subscribers.

Performs other duties as assigned to fulfill the objectives of this position.

Qualifications:

High school diploma or equivalent required.

Associate’s degree or coursework in Business or Information Technology related field preferred.

Previous customer service and/or technical support experience.

Proven ability to multi-task and plan/organize work to meet deadlines, all with a high degree of accuracy with attention to detail.

Strong analytical and critical thinking skills with demonstrated problem-solving abilities.

Effective communication skills and the ability to work as a team player.

Understanding and appreciation of technology and telecommunications along with general computer skills and proficiency in using standard office equipment.

Demonstrated ability to effectively deal with people in difficult or stressful situations.

This position mainly requires sitting to complete work with a computer and telephone. Some walking and standing are also required, as well as occasional lifting and/or carrying and/or pushing/pulling of items less than 10 pounds. Visual and audio acuity is essential to this position.

Normal office conditions, some irregular hours may be required. Occasional day time travel for training or various errands as needed to complete the responsibilities of the position.

Relationships:

Reports to Director of Marketing & Business Development.

Regularly confers with fellow subsidiary employees and other departments within the parent cooperative as needed.

Maintains great relations with vendors, contractors, subscribers, customers, and the general public in carrying out the responsibilities of this position while maintaining the integrity of NEXT and NAEC.

The Customer Service Representative is a non-exempt and a safety-sensitive position.

NEXT is an Equal Opportunity Employer and employment is at-will.