Rise Broadband

Analyst

• Develop, maintain, and optimize Tableau dashboards and reports to support decision-making across departments.
• Partner with business stakeholders to gather requirements and translate them into effective reporting solutions.
• Connect Tableau to Snowflake and other data sources, ensuring data accuracy, consistency, and reliability.
• Write SQL queries for data extraction, transformation, and validation.
• Provide ad-hoc analysis and data visualizations to support strategic and operational initiatives.
• Ensure reports are well-documented, scalable, and aligned with BI best practices.
• Work closely with ETL and data engineering teams to improve data pipelines for reporting efficiency.
• Train and support end users on Tableau features, dashboard navigation, and self-service analytics.

Analyst, Tableau Reporting

Call Center Representative

• Provide oversight and management of daily sales operations.
• Communicate and manage expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements.
• Assure sales performance goals are achieved.
• Coach/develop and assist Supervisors in staff management.
• Provide support and assistance to Supervisors and Representatives with consultative sales techniques.
• Coach/develop staff in providing scheduling, quality, and training and information resources for Representatives.
• Collect, compile and analyze data to identify opportunities for service improvement within sales.
• Identify variances in performance and develop personal performance plans to continually raise performance levels to align with performance standards.
• Identify customer impacting issues and opportunities for improvement to appropriate areas.
• Collaborate with peers in other departments to optimize end-to-end service delivery and support new initiatives.
• Responsible for managing any sales coming into the Contact Center for all departments including Sales, Technical Support, Billing and Customer Care.
• Other duties as assigned.
• Work requires weekend and/or evening work and some travel may be required

Call Center Sales Manager

Customer Retention Specialist

• Retain customers by identifying reasons for request to disconnect or downgrade, resolving issues, and overcoming concerns
• Promote, recommend, and sell the value of Rise Broadband products and services based on a logical relationship to the customer’s needs and interests
• Demonstrate strong negotiation, selling and closing skills
• Discuss product and feature benefits and pricing to meet the needs of the customer
• Meet or exceed retention goals and other metrics for productivity, quality, and customer experience
• Maintain up-to-date knowledge of the company’s current promotions, products, and technology
• Document and track results of saving or reinstating customer accounts
• Provide feedback to support staff and leadership on the success of the program and recommend opportunities for improvement

Analyst, Tableau Reporting

Call Center Sales Manager

Customer Retention Representative