Customer Sales & Service Representative
Roswell PVT-Sprint Retail Store

Job Summary

The Customer Sales/Service Representative provides assistance to customers by satisfying their service and
equipment needs and resolving their service problems or questions.

Responsibilities and Duties

A Customer Sales/Service Representative may perform some or all of these specific duties:

• Acts as receptionist for phone calls and greets all walk-in customers;
• Provides customers with complete information concerning sales and services; assists customers
  with the selection and purchase of all product lines and initiation of services; advises customer of
  benefits and features of all products;
• Receives and posts Internet payments; prepare daily bank deposits; complete required reports and
  forms for banking, accounting and inventory purposes; submits required paperwork on a timely
  basis;
• Maintain adequate inventory of products and supplies;
• Provides information on services and equipment pricing; promotes and responds to customer
  inquiries on the selection and availability of products and services;
• Initiates and processes initial applications for service; insures prompt activation of service by
  obtaining all needed information and correctly completing service applications;
• Schedules appointments for service installations/repairs with service technician(s);
• Completes public/customer relations activities representing PVT NetWorks;
• Assists customers and the public with sales and service questions; sells additional products and
  services by describing benefits and features;
• Establishes and maintains effective working relationships with all customers and personnel;
• Completes other projects and activities as assigned.

Personnel Specifications

Education/Experience

Knowledge and skills usually acquired through a high school diploma and two years of experience in the retail
sales and service field.

Job Knowledge

Thorough knowledge of all products and services. Understanding of superior customer sales and service
practices.

Related Skills

Deal effectively with customers in person, in writing or on the telephone. Ability to listen to customer needs or
complaints and communicate effectively orally and in writing.

Position Relationships

The Customer Sales/Service Representative reports to the Sales Manager.

Internal

Maintains a professional and cooperative relationship with all personnel and the public.

Store Manager
Artesia PVT-Sprint Retail Store

Job Summary

The Store Manager provides support and supervision to their sales staff. Provides product knowledge and sales training to staff.

Responsibilities and Duties

The Store Manager may perform some or all of these specific duties:

• Creates and approves work schedules for their retail location.
• Provides the communications link between store location, Sprint support departments, and other
  departments within PVT. Keeps staff abreast of current and future promotions, product
  introductions, ad focus and new products for the market.
• Provides sales staff with complete information concerning sales and services; advises sales staff of
  benefits and features of all products;
• Conducts monthly inventory counts as well as weekly inventory spot checks. Notifies Sales and
  Service manager of inventory issues/needs. Suggests new product to possibly carry in future stock.
• Approves subordinates timesheets, vacation and sick requests.
• Assists Sales and Service Manager in filling vacant staff positions for their retail location; Assists in
  hiring, performance appraisals, counseling, discipline sessions.
• Establishes high sales skill expectations and provides needed training and guidance to achieve
  excellent customer service levels in their retail location. Works with staff to create a healthy sales
  and service climate for customers.
  
• Participates in and completes public/customer relations activities representing PVT.
  
• Establishes and maintains effective working relationships with all departments and personnel;
  
• Completes other projects and activities as assigned.

Personnel Specifications

Education/Experience

Knowledge and skills usually acquired through a high school diploma and two to four years of supervisory experience in the retail sales and service field.

Job Knowledge

Thorough knowledge of all products and services. Understanding of superior customer sales and service practices.

Related Skills

Deal effectively with personnel in person, in writing or on the telephone. Ability to listen to employee needs or complaints and communicate effectively orally and in writing. Must have a valid driver’s license.

Physical Requirements

The Store Manager position requires lifting over 20 pounds, stooping, bending, kneeling, squatting, and standing for long periods of time.

Position Relationships

The Store Manager reports to the Sales and Services Manager.

Internal

Maintains a professional and cooperative relationship with all personnel and the public.

Store Manager
Roswell PVT-Sprint Retail Store

Job Summary

The Store Manager provides support and supervision to their sales staff. Provides product knowledge and sales training to staff.

Responsibilities and Duties

The Store Manager may perform some or all of these specific duties:

• Creates and approves work schedules for their retail location.
• Provides the communications link between store location, Sprint support departments, and other
  departments within PVT. Keeps staff abreast of current and future promotions, product
  introductions, ad focus and new products for the market.
• Provides sales staff with complete information concerning sales and services; advises sales staff of
  benefits and features of all products;
• Conducts monthly inventory counts as well as weekly inventory spot checks. Notifies Sales and
  Service manager of inventory issues/needs. Suggests new product to possibly carry in future stock.
• Approves subordinates timesheets, vacation and sick requests.
• Assists Sales and Service Manager in filling vacant staff positions for their retail location; Assists in
  hiring, performance appraisals, counseling, discipline sessions.
• Establishes high sales skill expectations and provides needed training and guidance to achieve
  excellent customer service levels in their retail location. Works with staff to create a healthy sales
  and service climate for customers.
  
• Participates in and completes public/customer relations activities representing PVT.
  
• Establishes and maintains effective working relationships with all departments and personnel;
  
• Completes other projects and activities as assigned.

Personnel Specifications

Education/Experience

Knowledge and skills usually acquired through a high school diploma and two to four years of supervisory experience in the retail sales and service field.

Job Knowledge

Thorough knowledge of all products and services. Understanding of superior customer sales and service practices.

Related Skills

Deal effectively with personnel in person, in writing or on the telephone. Ability to listen to employee needs or complaints and communicate effectively orally and in writing. Must have a valid driver’s license.

Physical Requirements

The Store Manager position requires lifting over 20 pounds, stooping, bending, kneeling, squatting, and standing for long periods of time.

Position Relationships

The Store Manager reports to the Sales and Services Manager.

Internal

Maintains a professional and cooperative relationship with all personnel and the public.

Customer Sales/Service Representative
Headquarters - Artesia

Job Summary

The Customer Sales/Service Representative provides assistance to customers by satisfying their service and
equipment needs and resolving their service problems or questions.

Responsibilities and Duties

Specifically, the Customer Sales/Service Representative:

• Initiates and processes initial applications for sales and service and subsequent service changes;
  provides information on cooperative tariffs and rate policies; promotions and responds to customer
  inquiries on the selection and availability of products and services;
• Investigates and processes credit reference data on sales and service applications and/or revisions
  as required; accesses related credit agency databases for supplementary information;
• Responsible for the coordination, receipt and dispatch of 2-way radio communications between
  office and field personnel; receives and dispatches customer service trouble reports and maintains
  a Trouble Report Log; completes associated data entry related to trouble reporting; receives and
  dispatches customer sales and service order activity to appropriate personnel;
• Performs data entry associated with service changes accomplished by interfacing with digital
  switching equipment from a terminal;
• Prepares and distributes all service orders; routes completed service orders to appropriate
  personnel for data input; processes service orders and completes all associated records;
• Provides customers with complete information concerning sales and services; assists customers
  and the public with sales and service questions; cross-sells additional product lines by describing
  benefits and features of all services;
• Completes and prices invoices and posts to accounts receivable; remits customer statements at
  end of month;
• Assists customers and the public with sales and service questions; cross-sells additional services
  by describing benefits and features of all services;
• Establishes and maintains effective working relationships with all customers and personnel;
• Completes other projects and activities as assigned.

Personnel Specifications

Education/Experience

Knowledge and skills usually acquired through a high school diploma and three years of experience in the customer sales and service field.

Job Knowledge

Thorough knowledge of modern sales and service techniques, office practices and procedures and the use of office machines and equipment.

Related Skills

Deal effectively with customers in person, in writing or on the telephone. Ability to listen to customer needs or complaints and communicate effectively orally and in writing.

Position Relationships

The Customer Sales/Service Representative reports to the Customer Accounts Manager.

Internal

Maintains a professional and cooperative relationship with all personnel and the public.

Engineering Technician

Job Summary

The Engineering Technician is responsible for activities assigned by the Engineering Manager to support construction and other projects of the Plant Operations Department.

Responsibilities and Duties

Specifically, the Engineering Technician:

• Researches and locates appropriate parties for the procurement of easements as well as public rights-of-way;
• Operates computer mapping system with minimal supervision;
• Maintains knowledge of RUS standards and specifications;
• Assists in training activities conducted in the Engineering Department;
• Maintains, updates and assures accuracy of all records, electronic and paper;
• As requested, participates in the development of department objectives and procedures for engineering activities;
• Deals with State, U.S. Forest Service, Bureau of Land Management, State Lands, NMDOT, Bureau of Reclamation, several county agencies, several power companies, BNSF Railway Company, SHIPO, other agencies, land owners and customers to obtain right-of-way easements;
• Updates New Mexico One Call database, when needed;
• Assign and keep work orders for PVT projects; Close out work orders upon job completion;
• Provides data maintained by the Engineering Department to all departments as requested;
• Completes other activities, reports, research, analysis, etc. as assigned by the Engineering Manager.

Personnel Specifications

Education/Experience

Knowledge and skills usually acquired through a high school diploma, specialized training and two to four years related experience.

Job Knowledge

Knowledge of telecommunications and CATV standards, regulations and rules.  Familiarity with telecommunications and CATV terminology, materials and equipment.   

Physical Requirements

The Engineering Technician position requires lifting over 50 pounds, stooping, bending, kneeling, squatting, climbing and standing for long periods of time.

Related Skills

Cooperate with Plant Operations, Accounting and CSR personnel as a productive team member.

Position Relationship

The Engineering Technician reports to the Engineering Manager.

Internal

Maintains a professional and cooperative relationship with supervisors and other PVT personnel.

Network Control Technician

Job Summary

The Network Control Technician remotely monitors various types of data, video and voice systems and network equipment in the service area; receives alerts; remotely investigates the cause of problems; and brings systems back into service or contacts next level of service support.  

Job Duties and Responsibilities

Specifically, the NOC Technician:

• Works various shifts as required to operate NOC;  Rotates “on call” duties with other NOC personnel to provide 24-7 alert coverage;
• Monitors systems and equipment to detect and resolve troubles; 
• Remotely works to restore service when interrupted and return system to service; Notifies next level technical personnel when unable to resolve trouble;
• Provides proactive and reactive surveillance of the SS7 and ISP Networks;
• Works with technicians in troubleshooting and resolving service affecting or potentially service affecting network events / issues;
• Provides trouble tracking, coordination, notification, escalation and documentation to resolve events/issues, efficiently minimizing customer impact;
• Provides technical assistance to field maintenance personnel;
• Provides phone support to customers;
• Monitors customer and infrastructure systems and initiates urgent service requests;
• Responsible for achieving customer satisfaction and quality assurance of all problems recorded.

Education/Experience

Requires skills normally acquired through a high school diploma; Associate’s degree in Computer Science or equivalent experience plus 2 years of related experience.

Job Knowledge

Must be able to use analytical and problem solving skills to meet Service Level Agreement (SLA) Standards for problem resolution.  Prior experience with customer service in network operation environment, experience working in a Telco NOC, and/or experience with data networking a plus.  Good written and verbal communication skills as well as time management and organizational skills are mandatory.   

Physical Requirements

 This position requires lifting over 50 pounds, stooping, bending, kneeling, squatting, climbing, and standing for long periods of time.

Market Manager

Job Summary

The Market Manager for PCS, 700 MHz Wireless, Business Systems and/or Cable TV will be responsible for marketing each of these areas. This includes market research, product development, pricing, and advertising.

Responsibilities and Duties

Specifically, the PCS, 700 MHz Wireless, Business Systems and/or Cable TV Market Manger:

• Will own all aspects of marketing for PCS, 700 MHz Wireless, Business Systems and/or Cable TV to include product development and management, market strategy and research, sales support and advertising;
• Develop analytical models for PCS, 700 MHz Wireless, Business Systems and/or Cable TV by using creative problem solving skills and mathematical and/or statistical modeling techniques;
• Prepare both quantitative and qualitative reports for PCS, 700 MHz Wireless, Business Systems and/or Cable TV and be prepared to present the reports when required to do so;
• Prepare cost analyses to support proposed pricing for PCS, 700 MHz Wireless, Business Systems and/or Cable TV;
• Prepare or support the preparation of responses to data requests from regulatory commissions, interveners and governmental agencies in regards to PCS, 700 MHz Wireless, Business Systems and/or Cable TV;
• Complete special projects at the direction of the Vice President of Sales and Marketing that support development of PCS, 700 MHz Wireless, Business Systems and/or Cable TV; 
• Assists with development of on-going customer information, evaluates target markets for products and services, and gauges customer satisfaction for all market segments for PCS, 700 MHz Wireless, Business Systems and/or Cable TV; 
• Determines market segmentation and establishes segment populations and demographics for market plans for all existing and new products and services;
• Prepares marketing forecasts and projects subscriber demand for potential service offerings for PCS, 700 MHz Wireless, Business Systems and/or Cable TV;
• Perform other duties and responsibilities as required to fulfill job function or as assigned;
• Be a team player.

Personnel Specifications

Education/Experience

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be:

A Bachelor’s degree in economics, business, finance, mathematics, marketing or a closely related field is required. Minimum 3 years of experience in an analyst position for PCS, 700 MHz Wireless, Business Systems and/or Cable TV.  Experience in presenting analysis results is desirable. 

Job Knowledge

Working knowledge of corporate finance and micro-economic theory; Time management and organizational skills; Demonstrate ability to manage confidential information; Displays sound administrative skills.

Related Skills

Communicate effectively, both in written and verbal skills in professional and courteous manner to co-workers and general public; Write original material, edit, proofread and finalize written material; Gather and report numerical data and produce statistical reports; Proficiency in Excel is required and experience in other personal computer programs such as Windows NT, Word, and Access is preferred; Able to complete work accurately under time constraints and deadlines; Able to work independently.

Position Relationships

The Market Manager for PCS, 700 MHz Wireless, Business Systems and/or Cable TV reports to the Vice President of Sales and Marketing.

Internal

Maintains a professional and cooperative relationship with all company personnel and the public.

Physical Requirements

This position may require 8 to 10 hour days, flexible hours and some weekends; Must be able to read reports and use computer; Must be able to hear well enough to communicate with co-workers and business contacts.

Construction Specialist 1

Job Summary

The Construction Specialist is responsible for the construction, replacement, removal and repair of cable and wire facilities.

Responsibilities & Duties

Specifically, the Construction Specialist:

• Receives and interprets staking sheets, indicating how cable is to be placed;
• Installs direct buried cable using digging and trenching equipment; puts protectors on customer houses;
• Maintains right-of-way and restores all disturbed surfaces, such as concrete, paved surfaces, dirt, and
  gravel roads; trims trees and performs other landscaping duties as necessary;
• Performs various aerial duties, including climbing poles, installing or removing cable, installing messenger
  strands and lashing telephone cable around messenger strands, transferring cable and equipment to new
  poles and increasing or decreasing slack when required;
• Performs duties necessary to construct towers and install microwave radios;
• Grounds and labels new pedestals when installed;
• Installs central office feeder and distribution cable;
• Installs protectors and demarcation devises in customer premises and ground wire in pedestals;
• Operates automotive and construction heavy equipment and performs other assigned duties related to
  cable placement;
• Uses tools and work equipment, including hoisting, digging and trenching equipment properly; Insures that
  all tools and equipment are in good working order; maintains and reports defective tools or equipment in
  need of replacement;
• Submits time reports, mileage, material check-outs and check-ins and other clerical forms or other required
  procedures;
• Identifies and counts groups of cable pairs and prepares the groups for splicing or termination;
• Maintains cable system by testing to locate trouble, opening cable to repair or replace defective sections
  using splicing techniques and closing and sealing cable;
• Performs testing on completed splices or terminations to insure dependable service;
• Supports cable, splice closures and distribution stubs as necessary;
• Wires load coil into the customer loop plant;
• Transfers customer service from one cable and/or terminal to another;
• Assists in the installation and repair of fiber optic cable.
• Assists in the construction and repair of CATV cable (both buried and aerial).
• Complies with all RUS specifications, industry standards, safety rules and regulations and company policies;
• Must be able to perform all the duties of the Service Technician as required; Refer to the position description for Service Technician for specific duties;

Experience Required:

Typically 0-1 year of on the job experience required.

Required Skills:

Must have a commercial driver’s license. Must be able to operate heavy equipment such as backhoe and trencher.
Must be able to climb telephone poles. Must be able to differentiate between colors. Must have basic computer
skills.

Work Conditions:

Field based. Work is performed primarily out-of-doors in most weather; during the course of an assignment, may be exposed to dust, dirt, mud, water, etc. The noise level in the work environment is dependent upon the worksite and surrounding activities.

Physical Requirements:

Must be able to lift/carry materials up to 50lbs, move about the worksite, communicate efficiently and effectively on the
telephone or in person, and complete required paperwork. Subject to 24-hour on-call availability. Ability to operate and drive all assigned company vehicles at company standard insurance rates is essential – inability to maintain standard insurance rates is grounds for dismissal. Valid State driver’s license and proof of insurance required.