Sales and Customer Care Representative

Your Future Begins Here

MTE’s journey began in 1909 with a few miles of copper wire and a dream to outfit rural America with telephone services. Since then, the wire has been replaced with fiber optics, but MTE’s community focus and customer-centered philosophy remains unchanged.

Due to his resolute community values, in 2008, MTE’s owner chose to convert the family-owned company into an Employee Stock Ownership Plan (ESOP). Doing so protected local jobs and placed the company amongst the ranks of less than 7,000 Employee-Owned Company’s Nationwide.

Today, MTE’s fierce investment in its people is reflected in the Employee Stock Ownership Plan. This means 100% of company stock is held in trust for eligible employees, providing a significant retirement benefit for all.

MTE’s Employee-Owned program ensures the business will continue to thrive under the same core values that have served its employees and customers well for more than a century.

The Ownership Advantage

Our broad-based ownership aligns incentives, strengthens relationships, and improves teamwork. Our culture of ownership provides a better environment from the first day you walk through the door. Being 100% employee-owned gives every MTE employee a meaningful ownership stake in the business, reinforcing our shared responsibility for our success, which flows back to all of us through an increase in our share price.

Long-Term Wealth Building

Nationally, employee-owners have more than twice the average total retirement balance of Americans. Our owners receive annual allocations of company stock at no cost to them and benefit from compound growth.

Who Do You Want to Work For?

Like all companies, we make the decisions that are best for our stock owners. It just happens that our stock owners are also our employees. That might seem like a small detail, but it makes a world of difference when our leadership team is making major decisions about our company’s future.

Job Stability

Being owned by our employees means that we’re rooted in our community. In 2020, employee-owned businesses were four times more likely to hold onto employees at all levels. As well, studies also show that companies with employee ownership have higher survival rates and lower employment downturns in times of recession.

Position Overview:

This role serves as the initial point of contact for customers, providing exceptional service, resolving general and basic technical inquiries, and promoting MTE products and services to drive sales and revenue growth. Responsibilities include answering calls, processing billing, performing Tier 0/1 technical support, and identifying sales opportunities during customer interactions. The salary range is $35k – 40k DOE. Position open until filled.

Core Responsibilities

Sales & Product Knowledge

• Proactively identify customer needs and recommend appropriate MTE products and services.
• Convert support interactions into qualified sales leads and close deals in coordination with Sales and Marketing.
• Promote service upgrades, new offerings, and value-added features to enhance customer satisfaction.
• Track and follow up on potential sales opportunities to ensure a smooth onboarding process for new services.
• Consistently seek ways to increase revenue through upselling, cross-selling, and identifying unmet customer needs.
• Drive revenue growth by making outbound calls to follow up on leads, promote upgrades, and re-establish connections with dormant accounts.
• Conduct targeted outbound calls to follow up on sales leads, promote new services, and re-engage inactive customers to drive additional revenue.
• Cultivate relationships with local businesses and community organizations to promote broadband services and understand unique connectivity needs in the rural market.
• Collaborate with the technical team to address customer concerns related to installation and service quality, ensuring a seamless customer experience.
• Represent the company on-site at local events and community gatherings to raise awareness of available broadband services and foster community engagement.
• Utilize customer feedback to identify areas for service improvement and relay this information to management.
• Develop and maintain a comprehensive knowledge of competitive offerings to effectively position our services against competitors in the rural broadband landscape.

Customer Support & Communication

• Answer incoming calls and assist walk-in customers promptly and professionally.
• Generate service orders, trouble tickets, and follow-ups
• Respond to customer inquiries via phone and email with accuracy and professionalism.
• Update customer accounts and document interactions thoroughly.
• Resolve customer concerns and complaints efficiently, escalating when necessary.
• Provide basic technical support for internet connectivity, applications, and password resets.
• Maintain a positive, solution-focused demeanor in all customer interactions.
• Prepare reports as needed (e.g., Lifeline, ACP, Pay Phone, Loop & Line counts)
• Attend all company meetings as requested
• Other duties as assigned

Account & Billing Support

• Process telephone service applications and set up accounts in Riata
• Update and maintain customer accounts, directories, MSAG, and E911 data
• Assist with the monthly billing cycle and contact customers regarding delinquent accounts
• Process payments: cash, credit cards, ACH, write-offs, and collections

Teamwork & Collaboration

• Arrive on time, ready to work before phones begin ringing.
• Participate in cross-training sessions and staff meetings to expand skill sets.
• Foster effective relationships with internal team members and external partners as needed.
• Travel occasionally for company business or training.
• Willingness to work evenings and weekends as necessary

Key Skills & Qualifications

Preferred Skills & Experience

• Familiarity with the telecommunications industry
• Strong communication and organizational skills
• Basic troubleshooting and technical support capability
• Proficiency with Microsoft Office Suite
• Bilingual abilities are a plus
• Proven ability to build and maintain relationships with clients and partners in rural communities
• Experience in conducting effective presentations and product demonstrations to diverse audiences
• Ability to work collaboratively with cross-functional teams to develop tailored solutions for customers
• Adept at identifying customer needs and aligning them with appropriate broadband services and products
• Effective listening skills to understand client concerns and address them promptly
• Customer Relationship Management, build and maintain strong relationships with customers in order to improve customer loyalty to encourage referral relationships, and achieve a strong NPS.
• Strong problem-solving abilities
• Skills in analyzing sales data and customer feedback.
• Willing to work flexible hours and manage time effectively in both team and individual settings.
• Empathy-understand and empathize with customers in order to build rapport and gain trust.

Education

• High School Diploma or equivalent

Other Requirements

• Ethical conduct, confidentiality, and professionalism always
• Must maintain a valid driver’s license and be insurable

“Employee Owned, Community Focused, Customer Centered. MTE Communications is an equal opportunity provider and employer"

Job Type: Full-time

Pay: $35,000.00 - $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Weiser, ID 83672 (Required)

Work Location: In person

Salary : $35,000 - $40,000