Communication Specialist

Why Work Here?

Our mission to achieve universal service addresses America’s current critical needs to build out broadband capabilities for telehealth, online learning, and keeping families connected. Join us and help USAC accomplish our mission to bridge the digital divide. Through its administration of the $10 billion Universal Service Fund (USF) programs on behalf of the FCC, USAC works to promote the availability of quality services at just, reasonable and affordable rates and to increase access to advanced telecommunications services throughout the nation. Additional information on USF programs can be found at: https://www.usac.org/about/

Benefits

USAC supports our employees well beyond their salary with a system of benefits that rivals the top organizations in the country. Simply put: if you are committed to improving the lives of others, we are committed to improving yours. USAC provides low-premium, top-of-the-line medical, dental, and vision insurance in addition to disability and life coverage. Generous 401k contribution, Federal and floating holidays, paid sick leave and vacation time that increases every year. Regular telework schedule and opportunities to take professional development courses and training.

A Multicultural Team

We have actively built an organization that doesn’t just celebrate our diversity; we depend on it. The challenges of achieving universal service require creative and unique perspectives. Our accepting and inclusive community will challenge you to grow and learn from others while always recognizing the value of your contribution.

To apply, please submit a cover letter and resume, click the “Apply For This Job Online” button.

USAC employees are passionate about our mission. Our work contributes to the success of all Americans. We’ve worked together to build a culture that is collaborative, ambitious, outcome-oriented, and feedback-focused. As USAC continues to support universal service impacting healthcare providers, educators, and consumers, it is critical now more than ever that we hire people equally passionate and committed to helping fulfill our mission. We are currently seeking a dynamic and collaborative professional to serve as Customer Communications Support Specialist.

This is an outstanding career opportunity for an individual interested in a genuine professional challenge in support of a public-spirited mission.

Working in a creative and fast-paced environment, the Customer Communications Support Specialist will help and execute a strategy for stakeholder engagement, be the direct escalation liaison for all stakeholder cases, build awareness of USAC’s programs through speaking events and webinar participation and develop creative solutions to help improve USAC’s service model. The Customer Communications Support Specialist works as part of the team to enhance stakeholder engagement, provide program lifecycle benefits, and assist the division and the company in addressing stakeholder and programmatic needs.

Responsibilities

• Demonstrate strong writing and editing skills with focus on application to multiple audiences.
• Write for online audiences, including USAC's website and online tools.
• Assist with content development for internal and external presentations, outreach collateral, and webinars.
• Review outgoing communications, maintain lists, project status updates, and checklists.
• Collaborate with USAC teams, as needed, to support the development and execution of successful and efficient stakeholder communications and training sessions.
• Demonstrate strong writing and editing skills with focus on application to multiple audiences.
• Assist in identification and implementation of process improvement practices for the customer service center.
• Attend work- related conferences, seminars, community outreach, and/ or other events as needed.
• Respond to all escalated customer inquiries, via the customer relationship management (CRM) software, Microsoft Dynamics and facilitate communications between stakeholders and internal subject matter experts for all escalated cases. Manage customer and stakeholder questions through engagement, triage, and escalation to internal subject matter experts.
• Prepare, disseminate for review, upload, and maintain knowledge base articles, with updates from RHC program teams related to forms, processes, and resources, for agent use within the Microsoft Dynamics CRM[JR1] .

• Other duties, as assigned.

About You

The successful candidate will excel at operating in a diverse and fluid environment and will be crucial for the success of the Rural HealthCare.

• Bachelor’s degree and/or relevant technical training and certifications.
• Three (3) to four (4) years of directly related experience.
• Two (2) to three (3) year of experience utilizing Microsoft Dynamics required.
• Marketing or communications experience preferred
• Outstanding communication skills with clear and concise writing and reading comprehension.
• Ability to rely on instructions and established guidelines.
• Ability to identify and implement continuous process improvement.
• Proficient in the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Visio).

USAC is committed to providing a safe and healthy workplace for all employees. All offers of employment with USAC are conditioned on completing and passing a background and reference check. USAC is an Equal Opportunity Employer. No agencies please.