Careers

POSITION SUMMARY

The Customer Care Representative is critical to our company because this person is our first line of contact with our customers, and ensures that we provide the highest degree of service and professionalism. Nearly 1/3 of our current employees started in this position and have been promoted to other positions within the company- including finance, HR, sales, business operations, network operations, and administration.

You’ll work with customers to solve issues and address concerns regarding service, products, billing, and claims via phone and computer. You’ll troubleshoot phone service questions, oversee payments, and manage repair tickets. You will also work directly with our network providers to arrange phone and internet services, as well as resolve issues.

RESPONSIBILITIES

• Provide quality customer service to our wide variety of clientele
• Identify and document individual customers concerns and take corrective action to satisfy the issue within the initial call to uphold our goal of first call resolution
• Effectively navigate database software to provide accurate account management
• Troubleshoot phone service issues and work with network providers (phone and Internet) to provide necessary customer assistance.
• Complete daily workload including but not limited to researching outstanding customer issues, completing repair tickets and cancelled orders, and updating account details.
• Respond to repair tickets during the rotating weekend, on-call shift.

REQUIRED SKILLS & EXPERIENCE

• High School diploma required. Associate’s or Bachelor’s degree preferred. A combination of education and experience will be considered.
• 1+ years of Customer Service/Customer Care experience
• Strong customer orientation with a demonstrated understanding of superior customer service techniques
• Excellent oral and written communication skills
• Excellent time management, organizational and communication skills
• Proficiency with the MS Office package and a CRM

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.

POSITION SUMMARY

The Business Development Manager is focused on acquiring new business and creating strong, long-term relationships with our customers. The individual in this role will maintain knowledge of our products and services with a deep understanding of the competitive landscape. This individual will also conduct activities such as prospecting, following up on leads from marketing campaigns, meeting with clients, qualifying opportunities, generating proposals/contracts, and nurturing client relationships while focusing on meeting or exceeding assigned revenue goals.

RESPONSIBILITIES

• Build and manage strong professional relationships with clients
• Perform sales related tasks to include:
  • Prospecting for leads, qualifying business opportunities, following up on marketing leads
  • Negotiations, closing sales, and seeking renewal/upsell/cross-sell opportunities
  • Generating proposals and contract documents
  • Represent the company at events/shows
• Maintain accurate and comprehensive records in the company CRM for all business development activities
• Liaise with other business units and departments as required to conduct sales activities and meet sales goals
• Provide weekly and monthly reports to senior management on sales activities and be the voice of the customer
• Manage a pipeline of qualified sales opportunities and meet revenue goals
• Write proposals and negotiate contracts, and be able to efficiently and effectively close sales

REQUIRED SKILLS & EXPERIENCE

• Some outside B2B sales experience preferred, but not required
• Excellent interpersonal and communications skills (oral, written, presentation)
• Must have and maintain a valid driver’s license
• Must have the ability to take the initiative and meet deadlines

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.

POSITION SUMMARY

This position is responsible for on-site equipment installation, circuit installation, structured cable installation, circuit and equipment troubleshooting, and service activation at commercial locations.

RESPONSIBILITIES

• Analyze, test, isolate and repair network and customers issues (may include any or all issues related to facilities, routing and translations, voice and/or data, TDM and/or VoIP, SIP products and services, and the associated CPE equipment);
• Extend copper demarcations points. (Example T-1, EOC, DSL, POTS);
• Install jacks, punch down blocks, and other wiring components in both commercial and residential locations;
• Install customer premise equipment such as routers, switches, and paging equipment. This including physical installation, basic setup, and testing;
• Pull cable in walls, above ceiling tiles, on lifts, and through brick;
• Perform on-site troubleshooting while maintaining a positive and professional manner during high-stress situations;
• Maintain workload through a queue, detailing each ticket with notes of steps taken, test results, and resolution data;
• Install and train customers on Hosted PBX platform;
• Handle, pull and install Fiber Optic cable. This includes installing fiber patch cables;
• Design, install, and document Cat5e/Cat6 installation jobs ensuring all required building codes are met. This includes proper labeling and testing.

REQUIRED SKILLS & EXPERIENCE

• Education
  • High school diploma or equivalent required;
  • BICSI II Installer Training Course preferred;
  • Fiber Optic Installer Certification preferred

• Experience
  • A minimum of three (3) years of voice and/or data wiring experience;
  • A minimum of three (3) years of interfacing with customer on-premise phone systems;
  • A minimum of three (3) years of hands-on experience using test equipment on circuits, interior cables (Cat5, Cat6, and Fiber), and troubleshooting;
  • Experience with the following equipment: Cisco POE’s, Adtrans, routers, and firewalls;
  • Experience installing fiber optic cable, including terminating ends preferred.

• Knowledge
  • Knowledge of transmission, switching, control, and operation of telecommunications systems and equipment;
  • Knowledge of principles and processes for providing excellent customer service – includes customer needs assessment, meeting quality standards, and evaluation of customer satisfaction;
  • Intermediate knowledge of fiber optic cable types, equipment, installation process;
  • Intermediate knowledge of network and infrastructure including the location of central offices, collections spaces, and core equipment.

• Skills
  • Quality control analysis – conducting tests and inspections of products, services, or processes to evaluate quality or performance;
  • Troubleshooting – Determining causes of operating errors and making decisions on how to handle them;
  • Judgment and decision making – Considering the relative costs and benefits of potential actions to choose the most appropriate one;
  • Excellent interpersonal and communication skills;
  • Ability to handle, pull, and install structured cabling and fiber optic cable. This includes installing data cabinets and patch panels and installing copper or fiber patch cables.

• Abilities
  • Ability to complete customer jobs with minimal supervision;
  • Ability to travel throughout the Midwest (overnights required);
  • Inductive/deductive reasoning;
  • Problem sensitivity – ability to tell when something is wrong or likely to go wrong and react proactively.

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.

POSITION SUMMARY

This position is responsible for identifying, developing and evaluating marketing strategy for the company based on knowledge of Clear Rate’s objectives and the telecommunications market characteristics.

RESPONSIBILITIES

• Develop and implement a long-term Branding Program for Clear Rate
• Translate business objectives into marketing programs to drive revenue and grow market share
• Develop and implement online presence strategy, including web, social media, other online communication channels as well as sales and company collateral
• Formulate and coordinate marketing activities to promote products and services
• Create and manage reports, including financial, project management, brand positioning and ROI
• Work with internal stakeholders to maintain conscious awareness of competitive products, pricing, performance and market share
• Work with Sales management to achieve overall sales team goals and quotas
• Use sales forecasting and strategic planning to ensure the sale and profitability of services, analyzing business developments and monitoring market trends
• Coordinate or participate in promotional activities, trade shows, community activities, etc.
• Initiate market research studies and analyze findings
• Conduct economic commercial surveys to identify potential markets for products or services
• Manage, handle, and create Public Relations awareness
• Create and maintain Standard Operating Procedure (SOP)

REQUIRED SKILLS & EXPERIENCE

• Education
  • Bachelor’s degree in Marketing or closely related discipline, Master’s degree preferred
• Experience
  • 5+ years of related experience at a manager level or Director level
  • 5+ years of Telecommunications, Hosted/Managed IT experience preferred
• Expert knowledge of:
  • Principals and methods for showing, promoting, and selling products or services
  • Communication and Media – Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media
  • English language – Knowledge of the structure and content of language including the meaning and spelling of words, rules of composition, and grammar
• Skills
  • Excellent active listening and critical thinking skills
  • Excellent communication skills and social perceptiveness
  • Strong project management skills
  • Strong customer orientation
  • Strong multi-tasking skills
  • High-level ability to use Microsoft PowerPoint, Excel, and other related technologies
• Minimal travel required, which may include minimal overnight travel

COMPETENCIES

• Action Oriented
• Collaborates
• Communicates Effectively
• Drives Results
• Situational Adaptability

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.

POSITION SUMMARY

This position is responsible for analyzing, testing, isolating, and repairing high-level network and customer issues as well as provisioning new services. This may include any or all issues related to facilities, routing and translations, voice and/or data, TDM and/or VoIP products and services, and the associated CPE equipment.

RESPONSIBILITIES

• Monitor core network elements, network performance, and facilities for service issues
• Configure, set up, and test CPE, including but not limited to Cisco and Adtran routers, EoC/EoT Ethernet switches, Cisco-managed switches, and SIP endpoints
• Perform thorough troubleshooting and triage of network-related issues using step-by-step processes
• Perform remote troubleshooting while maintaining a positive and professional manner at all times in high-stress situations
• Take repair calls and provide status to customers on a regular basis
• Maintain workload through a queue detailing each ticket with notes of steps taken, test results, and fix action. Repair tickets and orders are measured on a weekly basis.
• Act as the first level of escalation for repairs and orders for NOC Tech I
• Complete scheduled preventative maintenance checks on core network elements and environmental systems
• Provide 24×7 on-call support as needed, including the ability to work a flexible, off-hours schedule for planned/unplanned issues
• Make recommendations for process and procedure improvement
• Create and maintain methods of procedure

REQUIRED SKILLS & EXPERIENCE

• Bachelor’s degree in CIS, MIS, related field, or applicable work experience
• CCNA, CCNP, or other Cisco certification preferred
• 2+ years of voice and data troubleshooting, and Cisco R&S experience, VoIP experience preferred
• Wiring knowledge of copper and fiber facilities including T1 and POTS, RJ-11/45 jacks, punch-down blocks, and other wiring and fiber optic components
• Intermediate understanding of telephony, IP, LAN/WAN technology concepts
• Knowledge of PPP, Frame Relay, ISDN, MPLS, and SIP
• Intermediate understanding of TCP/IP and the OSI model and Unix/Linus
• Critical thinking and decision making – using logic and reason to identify appropriate alternative solutions to problems
• Systems analysis – determining how a system should work and how changes in conditions affect outcomes
• Complex problem-solving – identifying complex problems to develop and evaluate options and implement solutions
• Strong customer orientation

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.

POSITION SUMMARY

This position is responsible for supporting new and existing business accounts including generating new revenue opportunities, retention of business customers, negotiating contract renewals, increasing existing account revenues and supporting the agent/direct-sales channel.

RESPONSIBILITIES

• Build and maintain long-lasting business relationships with customers
• Manages small and medium business accounts large accounts may be assigned at manager discretion
• Provide direct support to Clear Rate’s business customers by making requested account changes, submitting repair tickets, providing service proposals, and facilitating execution of contracts
• Conduct face-to-face meetings with new/existing clients to offer Clear Rate products and solutions that align with customers business needs
• Provides timely responses to RFPs during USAC Erate season (Sept-March)
• Provides support to internal direct sales team for pricing and sales orders
• Act as a main point of contact for external sales agents and referral partners
• Attains monthly Net revenue quota
• Produce weekly, monthly, quarterly and annual detailed reports
• Create and maintain Standard Operating Procedure (SOP)
• Attend business networking events

REQUIRED SKILLS & EXPERIENCE

• High School diploma required. Associate’s or Bachelor’s degree preferred.  A combination of education and experience will be considered
• Experience in customer service and sales positions minimum 1 year
• Demonstrates ability to provide superior customer service to meet/exceed customer expectations
• Possesses knowledge and principles to demonstrate, promote and sell products/services
• Proficiency with the MS Office Suite primarily Word and Excel
• Excellent time management, organizational and communication skills

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.

POSITION SUMMARY

The Customer Care Manager supports the team members and department to run in an efficient manner, measure and achieve department metrics, and increase customer satisfaction, loyalty and retention.

RESPONSIBILITIES

• Create a culture that strives to provide outstanding customer care through enhanced training of employees in all customer care aspects, including; conflict diffusion, product knowledge, career path development, and a high level of employee engagement.
• Accomplish department results by communicating job expectations; measure and confirm the department is achieving the key performance indicators, plan, monitor, and appraise job results; and coach, counsel, and discipline employees.
• Prepare the employee schedule designed to provide an optimal call answer rate without lapse in coverage, including the scheduling and approval of PTO; approving time sheets and overtime as needed.
• Oversee and develop objectives for all Customer Care positions and day to day operations. Create and approve commission and bonus plans designed to motivate employees to upsell services and retain customers.
• Conduct Quality Reviews of Customer Care Representative’s calls; identifying training and coaching opportunities.
• Establish strategic goals by gathering pertinent business, financial, service, and operations information.
• Identify and evaluate trends and options; choose a course of action, define objectives and evaluate outcomes to increase customer satisfaction and retention.
• Manage staffing level by retaining talent and hiring well qualified candidates to strengthen the department and organization.
• Identify employee areas of strength and provide recommendations for employee advancement within or outside of the Customer Care department.
• Compose and conduct employee reviews; recommend compensation increases.
• Submit daily, weekly, and monthly reports as required to review key performance indicators.
• Monitor and maintain all Standard Operating Procedures (SOP).

REQUIRED SKILLS & EXPERIENCE

• Associate’s or Bachelor’s degree required. A combination of education and experience will be considered.
• 7+ years of experience as a Customer Care Representative (or alternative role).
• Strong customer orientation with a demonstrated understanding of superior customer service and management techniques.
• Proficiency with the MS Office package and CRM.
• Excellent time management, organizational and communications skills.

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.