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JOB TITLE: Municipal Broadband Business Assistant
DEPARTMENT: Fiber
REPORTS TO: Municipal Broadband Business Manager
FLSA CLASSIFICATION: Non-exempt
PRINCIPAL PURPOSE OF JOB: Performs business administration and operation tasks in support of Municipal Broadband Business Manager and the Fiber department. Represents City in interactions with the public and Municipal Fiber Network (MFN) customers. Requires knowledge of MFN products and commercial terms.
LEVEL OF AUTHORITY:
Is responsible for sound judgment, thoroughness and competence, where failure to perform effectively and efficiently could have serious impact on municipal operations, public relations, MFN revenues and the efficient use of resources.
ESSENTIAL JOB FUNCTIONS:
1. Present information about MFN services to prospective customers in-person, by telephone, by email and through social media.
2. Develop & produce marketing and public relations materials that are visually pleasing and cognitively persuasive.
3. Maintain website and social media presence that effectively communicate information to the public.
4. Receive & process new customer orders, accurately entering data into one or more information systems.
5. Create and maintain customer files.
6. Track & report on status of new customer installations.
7. Assist in performing outside plant and inside premise customer installations.
8. Answer & respond to customer calls about billing & service matters, accessing & using the City’s enterprise billing system and network monitoring system(s).
9. Process customer change and disconnect orders.
10. Run periodic reports using City’s enterprise report writing software.
11. Maintain Fiber department files.
12. Assist in maintaining inventory records and participate in periodic Fiber department physical inventory.
13. Assist in developing biennial operating and capital budgets.
14. Assist in maintaining offline operating and capital financial performance spreadsheets.
15. Escalate issues as appropriate.
16. Regularly contribute to troubleshooting guide revision process.
17. Maintain regular, reliable, and punctual attendance.
QUALIFICATIONS:
1. High School diploma or GED® credential with at least five years of full-time work experience with in a position with significant public interaction.
2. A combination of experience and education that demonstrates expertise in the related areas.
KNOWLEDGE, SKILLS AND ABILITIES:
Ability to:
1. Use effective public relations skills including ability to interact positively and effectively with diverse individuals, using tact, patience and courtesy. Use skills and diplomacy to communicate and maintain calmness under pressure when dealing with difficult or irritated individuals.
2. Use principles, practices and procedures utilized in an administrative office.
3. Complete tasks thoroughly, in a timely manner and with attention to detail.
4. Communicate effectively both orally and in writing using the English language.
5. Use proper grammar, vocabulary, spelling and punctuation.
6. Manage multiple priorities & projects, maintain composure, meet deadlines in stressful situations and adapt to change.
7. Use office management techniques and relevant technological advancements as they relate to position including proficiency with Microsoft Office Suite and ability to learn City specific computer applications. Operate a variety of office equipment including personal computer and multifunction copier/scanner/printer.
8. Establish and maintain cooperative and effective working relationships with City colleagues and external parties.
9. Work independently with only broad direction.
10. Provide effective internal and external customer service.
11. Make arithmetic calculations with speed and accuracy.
Knowledge of:
1. Internet search tools.
2. City of Anacortes Municipal Fiber Network products / services.
3. City of Anacortes Municipal Fiber Network pricing and commercial terms.
4. City of Anacortes Municipal Fiber Network selling procedures.
5. City of Anacortes Municipal Fiber Network customer provisioning process.
6. City of Anacortes Municipal Fiber Network outside plant and network infrastructure.
7. Streets and neighborhoods within the City of Anacortes.
PHYSICAL:
Work is performed in an office, meeting room, outdoor and customer premise environments where noise and frequent interruptions are often present. Work requires working at ground level and heights, reaching, twisting, turning, kneeling, bending, squatting, normal range of hearing and visual acuity, eye/hand coordination and manipulation skills to operate a variety of office equipment, computers and telephone, and hand and power tools. Work requires ability to sit for extended periods of time and physical ability to access both unrestricted and confined spaces, including stairs. Work requires ability to see and distinguish between colors that allows design and production of full-color marketing materials, websites and social media. Work is often performed under the stress associated with the need to meet inflexible deadlines.
OTHER:
• The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility; but should not be considered an all-inclusive listing of work requirements. Individual may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is a logical assignment to the position. Individuals may perform other duties as assigned.
• As an absolute condition of employment, employees are required upon hire to sign a drug-free workplace agreement and an agreement not to use tobacco products in any form while on the job.
• Following an offer of employment, and prior to starting work, individuals may be required to have a pre-employment physical examination by a physician designated by the City of Anacortes. The City will pay for the examination. Satisfactory clearance to perform essential job functions will be required for employment.
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