Job description

General Summary:
TheAdministrative Assistant works under the Director of Member Services and assists with a wide variety of administrative tasks and functions. This role is the main point of contact to assist customers with the Affordable Connectivity Program (ACP) and Lifeline program with enrollments, discounts, documentation, research, and resolutions. In addition, this role will complete ACP and Lifeline related transaction in the National Lifeline Accountability Database (NLAD), customer account updates and data/documentation quality checks. Performs duties at an administrative and professional level that requires a high degree of confidentiality, professionalism, and attention to detail. Position interactions with customers, team members, and outside entities through verbal and written correspondence.

Essential Job Functions:

• Assist customers with the ACP and Lifeline application and enrollment process over the phone, resolving questions and possible roadblocks.
• Ensure the protection of the privacy of information contained in member accounts.
• Process daily NLAD enrollments, calculating and adding discounts to service.
• Communicate with the Universal Service Administrative Company (USAC) to resolve discrepancies that prohibit NLAD customer enrollment issues.
• Maintain and upkeep of the NLAD database, to include address updates and frequent audits against computer databases to verify the subscriber-set matches and other information matches.
• Monitor NLAD for transfers and prepare appropriate correspondence for transfer-in customers.
• Continually audit and monitor to verify correct documentation on file for ACP and Lifeline customers.
• Pull usage reports and prepare correspondence for non-usage customers prior to disconnect.
• Monitor non-pay customers through the 90-day grace period prior to disconnect.
• Work with marketing team to roll out ACP and Lifeline program promotion/education materials to qualified schools and other entities.
• Responsible for proofing program documents for advertisements and marketing of program.
• Frequently audit discounts based on varying program criteria.
• Work with accounting department on monthly basis to research/cleanup discrepancies.
• Perform a wide variety of administrative duties, which includes setting up electronic and hard copy filing systems, scanning, filing, proofreading documents, data entry, assembling and processing mailings, and shredding confidential documents.
• Assists with other projects that require collecting and analyzing data, maintaining records and databases, and prepares a variety of presentations and reports.
• Comply with federal, state, and company policies, procedures, and regulations.
• Assists with large projects assigned by the Director of Member Services.

Other Responsibilities:

• Perform all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of customer service principles and practices.
• Knowledge of Company products and services.
• Knowledge of Company policies and procedures.
• Knowledge of general office procedures.
• Skill in identifying problems and resolutions.
• Ability to operate various office equipment such as personal computer, copier, scanner, and multi-line telephone systems.
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
• Ability to maintain confidentiality.
• Ability to follow written and oral instructions.
• Ability to prioritize and complete multiple projects.
• Ability to maintain a high degree of attention to detail.
• Must be organized, able to multi-task, prioritize tasks, and meet deadlines.
• Ability to read, analyze, and interpret all forms of information.
• Ability to use research tools to determine laws, guidelines, and best practices.
• Excellent written and verbal communication and presentation skills.
• Must be able to work within a team structure and work independently without continual supervision.
• Must be highly skilled in Microsoft Office, to include Excel and MS Word.
• Ability to provide excellent customer service whether internally or externally.
• Ability to read, write, and speak Spanish proficiently preferred.

Education and/or Experience:
High School diploma or equivalent, plus one year of customer service and/or sales/marketing experience. Basic computer experience required.

Certifications, Licenses, Registrations:
Must have, or be able to obtain, and maintain a valid South Dakota driver's license, have an excellent driving record and be insurable under the Company's insurance policy.

Other Qualifications and/or Credentials:
Physical Requirements:
PHYSICAL REQUIREMENTS

0-24%

25-49%

50-74%

75-100%

Seeing:
Must be able to read computer screen and various reports.

X

Hearing:
Must be able to hear well enough to communicate

with employees and business contacts.

X

Standing/Walking:
X

Climbing/Stooping/Kneeling:
X

Lifting/Pulling/Pushing:
X

Fingering/Grasping/Feeling:
Must be able to write, type,

and use phone system.

X

Sitting

X

Working Conditions:
Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

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