Blue Stream Fiber

Director

• Market Penetration: Prospect, pitch, and close new HOA and community bulk contracts in new or early-stage Blue Stream Fiber markets.
• Pure Hunting: Target and secure communities that currently lack Blue Stream Fiber service, driving new unit growth through bulk agreements.
• Community Education: Present to HOA boards, developers, and property managers to explain the value of fiber-based bulk service models.
• Pipeline Generation: Develop and manage a proactive pipeline through cold outreach, community networking, and event participation.
• Market Development: Gather intelligence on competitors, developers, and planned communities to identify future opportunities.
• Cross-Functional Coordination: Work closely with construction, operations, and marketing teams to ensure alignment between network deployment and new sales opportunities.
• Performance Management: Track activity and performance metrics including new contracts, total units signed, and deal cycle times.

Director of Community Relations

Community Manager

• Lead, develop, and mentor the growth of assigned Community Engagement team members.
• Work to hold team members accountable to their professional growth and development through continuous developmental efforts.
• Manage customer escalations in a manner that results in favorable customer satisfaction ratings.
• Coach and provide support on escalations/attendance/performance and all other agent behavior.
• Ensure coverage is secured for all duties given to the department. Assigning duties to team in an equitable manner, taking regional territories into account.
• Think abstractly, identifies patterns, and generates ideas and solutions.
• Develop and implement communication strategies to ensure positive and productive relationships with internal and external stakeholders.
• Conduct side-by-side coaching, monitor on-site performance, outbound phone activity/queues and accountability reports.
• Coach and train team in processing face-to-face interactions with customers while maintaining a high-level of customer satisfaction and exceeding department goals.
• Execute incentives that motivate sales performance to meet and exceed KPI’s.
• Input and maintain accurate data entry of all relevant information into ICOMS or other tools as necessary.
• Ensure Marketing/Promo’s match and work in ICOMS and working with MIS to resolve issues with campaigns.
• Possess excellent Leadership and Team Building Skills.
• Build interdepartmental relationships.
• Lead associates to exceed personal, team, and department goals.
• Complete monthly and quarterly goals check-ins.
• Other duties as assigned.

Community Engagement Supervisor

Network Operations

• - Conduct proactive monitoring, remote diagnostics, and maintenance activities for network devices within areas of responsibility.
• - Notify and escalate issues internally and externally as required in support of network outages and restoration events.
• - Create tickets per guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management and other fault detection systems.
• - Provide second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies – HFC(CMTS), FTTX(GPON) IP Core.
• - Isolate and resolve subscriber voice, video, and data issues by correlating information from network equipment and monitoring systems.
• - Provide updates to customers, internal groups, and vendors as required in a timely manner.
• - Manage internal phone queues to assist with live troubleshooting in accordance with defined service level agreements.
• - Validate restoration and repair actions made to correct issues and clear alarms once approved.
• - Validate operational success of development and maintenance.
• - Close trouble tickets and provide feedback/updates to knowledge base (e.g., Methods of Procedure)
• - Provide feedback and recommendations for Operations Support Systems (OSS) tools improvements, process flows, event management and correlation.
• - Open cases with third party vendors and drive for resolutions within required SLA’s where applicable.
• - Comply with established Change Management and Incident Management processes.

NOC Technician I

Engineer

• Conduct site surveys and analyze property layouts requirements to develop wireless network solutions
• Design and implement wireless network infrastructure, including access points and antennas
• Configure and manage wifi access points, controllers, and related network equipment.
• Collaborate with internal teams to resolve wireless network issues or advise on optimization
• Maintain documentation of network configurations, changes, and incidents.
• Provide training and technical guidance to clients and other team members.
• Create documentation outlining network topology, standards, and procedures
• Stay up-to-date with industry trends and technological advancements
• Conduct regular performance monitoring and reporting of Wi-Fi networks
• Work closely with other departments, including IT, Network Engineering/Operations, Finance, and Customer Support, to ensure seamless delivery of video services.
• Collaborate with vendors and partners to evaluate and integrate new technologies and services.
• Engage with customers to gather feedback and ensure satisfaction with Wi-Fi services.

Wireless Engineer, MDU

Account Manager

• Responsible for increasing the number of active subscribers and product penetration in some of Blue Stream Fiber’s largest assigned multi-dwelling properties/communities by selling and promoting Blue Stream products, including video, high-speed Internet, and voice.
• Develop strong relationships with property management and board of directors that is conducive to the sale and retention of Blue Stream products and services.
• Works with moderate guidance in own area of expertise.
• Tasks may involve project management, strategic planning, sales support, product design, service application, logistics, and marketing.
• Coordinate with staff members working on the same account to ensure consistent service, including but not limited to Kick-Off Meetings, Townhall Meetings, and property launches.
• Collaborate with sales team to build a relationship with the customer immediately after sale as well as assisting with prospective clients. This includes setting up property referrals and effectively communicating upselling and prospect opportunities to the sales team.
• Service multiple clients concurrently, often meeting deadlines.
• Ensuring customers receive products and services in a timely fashion. Holding meetings with property officials to ensure clear and consistent communication.
• Providing internal teams with necessary information to ensure that services and process are working properly.
• Effectively communicates customer needs and requests to proper departments to ensure the best customer service.
• Operates as the main point of contact for community leadership (BOD and/or PM).
• Assisting after hours and weekends when needed to ensure a positive customer experience.
• Consistently working with marketing to ensure proper communication with customer bases to maintain and build a long-term relationship with the customer.
• Develops and maintains long-term relationships with accounts.
• Responsible for retaining customer base and optimizing revenue through customer satisfaction.
• Once an acquisition contract or a migration amendment is signed, it is the responsibility of the Account Manager to Process and Collect: A list of Board of Directors names and titles, VIPs, and "friendlies, resident roster, information on seasonality and floor plans
• Focused and able to guide team members to accomplish work objectives.
• Able to Interact with others in ways that give them confidence in one’s intentions and those of the organization.
• Make customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relationships.
• Identify and understand issues, problems, and opportunities.
• Compare data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Able to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others and to the organization.
• Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions.
• Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively able to appreciate and include the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Strategic Account Manager

• - Drive sales and subscriber growth through direct, in-person engagement within assigned communities .
• - Conduct door-to-door outreach, community events, and property engagement initiatives.
• - Identify customer needs and recommend appropriate Blue Stream Fiber solutions (video, internet, voice).
• - Upsell and cross-sell services to maximize revenue and customer satisfaction.
• - Educate residents on product offerings, pricing, and service enhancements.
• - Partner with the Account Manager to build strong, long-term relationships with property managers as a trusted sales advisor.
• - Serve as the dedicated sales representative for assigned properties, ensuring leasing offices are stocked with marketing materials that drive adoption, visibility, and revenue growth.
• - Assist during town halls to educate residents on new service availability.
• - Support onboarding and installation phases.
• - Serve as the on-site sales subject matter expert throughout property launches and conversions
• - Create and manage customer orders within the ICOMS billing system.
• - Utilize internal systems for data entry, customer registration, and account updates.
• - Request from Account Manager or Field Sales (Manager or Supervisor) who will submit and coordinate marketing collateral requests (flyers, welcome letters, etc.).
• - Provide feedback to improve sales processes and customer experience.
• - Stay informed on competitive offerings, market trends, and industry developments.
• - Contribute to community-level sales strategies and penetration goals.
• - Partner with leadership to drive performance and achieve revenue targets.
• - Collaborate with Field Sales Manager to meet and exceed sales objecti

Community Engagement Advisor, Bilingual

• Responsible for increasing the number of active subscribers and product penetration in assigned multi-dwelling properties/communities by selling and promoting Blue Stream products, including video, high-speed Internet, and voice.
• Develop strong relationships with property management that is conducive to the sale and retention of Blue Stream products and services.
• Provide ongoing sales support to assigned properties.
• Utilizes advanced knowledge of Blue Stream's products and services as well as sales process experience to maximize sales.
• Works with moderate guidance in own area of expertise.
• Tasks may involve project management, strategic planning, sales support, product design, service application, logistics, and marketing.

Bulk Account Manager

Business Analyst

• Support Product Managers with ongoing analysis of product performance, customer behavior, and operational metrics.
• Pull and validate data from internal systems to support product decisions and day-to-day execution.
• Assist in evaluating product changes, pricing updates, and new initiatives through structured analysis and reporting.
• Track and monitor key product metrics (e.g., revenue, adoption, churn, usage) and provide regular updates.
• Develop, maintain, and distribute recurring reports and dashboards related to product performance and KPIs.
• Respond to ad hoc data requests with accurate, timely analysis.
• Ensure data consistency and accuracy across reports and systems.
• Identify trends, anomalies, and data gaps, and escalate findings as needed.
• Gather, document, and maintain business and functional requirements for product initiatives and system enhancements.
• Translate business requests into clear, structured requirements for Engineering, IT, and Operations teams.
• Create and maintain documentation including process flows, use cases, and business rules.
• Ensure requirements are complete, organized, and aligned with business needs before handoff to technical teams.
• Support execution of product initiatives across the lifecycle, including launches, updates, and operational changes.
• Track deliverables, timelines, and dependencies to ensure projects stay on schedule.
• Assist with testing, validation, and rollout activities to ensure accuracy and completeness.
• Help monitor post-launch performance and document outcomes.
• Work closely with Product Manager and Marketing, Sales, Finance, Operations, and Engineering to support execution of product-related work.
• Follow up on open items, track action items, and ensure alignment across teams.
• Act as a point of contact for clarifying requirements and resolving day-to-day questions from stakeholders.
• Assist with analysis of pricing changes, promotions, and product packaging across all service lines.
• Support Finance and Marketing with data gathering and performance tracking for offers and promotions.
• Maintain documentation of pricing structures and changes.
• Gather competitive pricing and promotions for key competitors and market segments and update regularly.

Project Manager

• Manage assigned projects from inception to completion, ensuring that all activities, including contracting, design, product/equipment ordering, zoning, permitting regulatory, construction, optimization, close-out, and efficiently coordinated and completed on time within budget and in accordance with the underlying contract
• Manage all external vendors and coordinate with internal teams necessary for timely completion and within budget.
• Directly advise and influence decisions of leaders in all aspects of work.
• Responsible to negotiate costs within scope of project, hold vendor accountable to ensure the budget is maintained; ensure everyone is aware of issues that will affect project completion or cost.
• Develop accurate project plan, scope, and budget for all assigned projects, modify as needed and direct closeout of completed jobs including the receipt of all required documentation and managing scope creep.
• Lead internal and external deployment meetings with other managers and team members to review the status of each job and implement changes as necessary to ensure timely project completion.
• Travel and attend customer deployment meetings to provide customer with comprehensive job status reports and resolve any conflicts or issues that arise.
• Ensure accurate and complete files maintained for projects and appropriate closeout documents distributed in a timely manner in accordance with corporate and customer standards.
• Ensure that all jobs are accurately maintained in a project tracking system, invoiced, and closed with complete accuracy.