Position: Member Services Facilitator
Department: Member Services
GENERAL RESPONSIBILITIES
Under the direct supervision of the Member Services Manager
The Member Services Facilitator is responsible for establishing and maintaining NC811 member facility area and contact data, maintenance of member facility area and contact data in current NC811 systems, including Center Logix, while retaining working knowledge of legacy Newtin data and functions when required. And keeping abreast of current mapping technology, updating NC811’s mapping application data, and updating facility damage event information through the use of the DIRT program. This position will assist members and the Call Center to ensure that any data concerns are addressed in a timely manner. The Member Services Facilitator must follow stringent standards to ensure excellent customer service to our members, callers, the general public and employees of NC811; and to accurately maintain and file all records maintained by NC811 for ease of retrieval.
ESSENTIAL JOB FUNCTIONS
- Interfaces with members in the development of members’ databases, evaluating and recommending the most efficient database required for size and location of facilities
- Input, update, change, monitor, review and verify data from our members to ensure accuracy of data
- Maintain and process all reports required by members
- Communicate with members regarding changes and obtaining accurate information
- Assist members and internal staff with questions and issues related to Center Logix, legacy Newtin functions when needed, and ticket delivery or processing issues.
- Conducts trainings for members on NC811 systems and applications like Center Logix functions, which include Facility Management and Positive Response.
- Maintain a thorough understanding of GIS concepts, data design, file formats, data connections, projections, and common troubleshooting methods. Uses GIS software, Python, and ModelBuilder to process and automate map-data workflows for NC811 systems; researches software updates and writes clear instructions to help coworkers manage NC811 map data accurately and efficiently.
- Communicate with ESRI regarding GIS software support and licensing requirements.
- Interfaces with county and governmental agencies to obtain updated mapping data
- Maintains knowledge of the DIRT program and assists members with providing their damage event data to be updated nationally
- Maintains knowledge of Ticket Entry functions and assists Call Center during high call wait times
- Maintains advanced proficiency in Microsoft Access, including table and form design, queries and SQL, reports, VBA programming, database splitting, and importing or exporting data from Microsoft Excel, CSV, text, and other external file formats.
- Create training videos using Windows 11 Snipping Tool. Write scripts to accompany the videos for voice-overs.
- Collaborates with departments across NC811 to identify workflow challenges, gather requirements, research solutions using available technologies including AI-assisted tools, and develop or support implementation of software, automation, documentation, and process improvements that increase efficiency, productivity, and consistency.
POSITION QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
- Education
High school diploma or general education degree (GED) - Experience
Minimum of 2 years GIS experience required along with customer service experience - Skill / Knowledge
Ability to manage and organize a large volume of paperwork,
Ability to interact effectively with others: subordinates, superiors, vendors, members, as well as other employees in organization, especially on the phone,
Ability to perform functions associated with operating systems and software programs including: Norfield software, Ticket Entry, Microsoft applications (Word, Excel, Access, Outlook, and PowerPoint), GIS software such as ESRI ArcGIS Pro or similar applications, database tools, automation tools, and AI-assisted research and drafting tools,
Ability to research unfamiliar technical issues, evaluate possible solutions, test practical options, document results, and recommend improvements that support department operations,
Ability to write reports and business correspondence,
Ability to create clear written procedures, training materials, video scripts, and user guidance for employees, members, and other audiences with varying levels of technical experience,
Ability to effectively present information and respond to questions from groups of managers, members, and the general public,
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form,
Ability to train others in operational procedures,
Excellent verbal and written communication skills,
Ability to learn quickly and follow instructions,
Adhere to all company policies and procedures,
- Other
Occasional travel required, must provide own transportation
Unscheduled absences kept to a minimum
PHYSICAL MOVEMENTS REQUIRED ON THE JOB
- Sitting
- Talking/Hearing
- Hand/Finger Dexterity
TRAINING
Member Services Facilitators will: maintain proficiency in all software associated with Member Services duties, keep abreast of current industry information through all available and pertinent materials, and attend seminars and training classes for personal development.
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 the exclusive standards of the position. Management reserves the right to assign or reassign duties and responsibilities of this position at any time.