• Communications Analyst

    Posted Date 4 months ago(12/3/2018 4:50 PM)
    # of Openings
  • Overview

    We are currently seeking an experienced, dynamic and collaborative professional to serve as a Communications Analyst within our Schools and Libraries (E-rate) Program team.  Reporting to the Senior Manager of Communications you will:


    • Work with the team to assist in the development of customer service communications, strategies and operationalization.


    The Schools and Libraries (E-rate) Program provides support to eligible schools and libraries so they are able to obtain high-speed internet access and telecommunications services at affordable rates, consistent with the objectives of universal service. In 2017, E-rate provided funding to 104,722 schools and 11,475 libraries throughout the United States and the territories. 


    The ideal candidate will focus on developing effective communication content for USAC’s Schools and Libraries customer support center (call center) and program participants.  Other duties include responding to program stakeholder questions. Strong writing skills and the ability to apply communications best practices are required, as is an understanding of strategic communications. 


    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 Communications Analyst will respond to stakeholder concerns, questions, and summarize/ facilitate conversations with internal and external stakeholders.  You will play a key part in developing and implementing customer service strategies. Among others, your responsibilities will include the following:


    • Provide knowledge and support to USAC’s Schools and Libraries customer support center (call center)
    • Conduct research to respond to stakeholder questions and concerns, and assist with the facilitation of conversations between internal operations, technology and customer service teams, and external stakeholders.
    • Demonstrate superior writing and editing skills as well as a demonstrated ability to write for multiple audiences.
    • Understand and use communications best practices for outreach and customer service focused operations.
    • Learn E-rate Program content and be able to help translate it to outreach materials.
    • Be able to write for online audiences.
    • Assist in the development of content as needed.
    • Interact with USAC’s Schools and Libraries customer support center (call center) to assist with performance management
    • Review outgoing communications, maintain lists, project status updates, and checklists
    • Collaborate with the E-rate Communications team and other teams to support the development and execution of successful and efficient stakeholder communications.
    • Help track, plan, document, create and implement business processes to streamline team activities.
    • Identify program trends, atypical situations , or other issues that may require special consideration or procedures
    • Work with the team to identify opportunities for process improvements and provide proactive recommendations; work with management to develop and implement them
    • Assist with implementing outreach strategies as needed.
    • Provide support to IT efforts to develop requirements for additional system functionality
    • Ability to conduct research, analyze data, see trends, draw conclusions, and recommend courses of action.
    • Assist with Tribal Training specific activities including stakeholder calls, customer service cases and training.
    • 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 Schools and Libraries Division.

    • You possess a Bachelor’s degree from an accredited university.
    • You have 3 to 4 years of experience performing duties similar to those listed above.
    • You are a strategic thinker with experience in customer service focused operations.
    • You are passionate about helping to deliver a simple, high-quality customer experience.
    • You have outstanding communications skills - clear and concise writing and reading comprehension.
    • You can rely on instructions and established guidelines.
    • You have a high level of reliability and flexibility.
    • You have strong problem solving and analytical abilities.
    • You are detail oriented and organized.
    • You have experience working on teams and coordinating work among teams.
    • You are proficient with the Microsoft Office Suite.


    The following skills are desired:

    • You have the ability to conduct written and verbal outreach in fluent Spanish.


    About USAC

    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. Specifically, the USF programs provide funding for the expansion of telecommunications and broadband access to rural communities and health care facilities, schools and libraries across the country, and low income households. Through program administration, auditing, and outreach, USAC works with contributors, service providers, and program beneficiaries to achieve the program goals articulated by the FCC for each of these programs.


    The FCC has reformed the USF to support further investment in and access to evolving broadband infrastructure, making the programs a primary vehicle to support this critical national priority. USAC, as the administrator of the USF, plays a critical role in supporting the ambitious vision to ensure that all citizens in the United States have access to high-speed broadband. The organization has approximately 500 employees with an operating budget of more than $200 million. USAC works in close partnership with the FCC and other federal and state partners to support the achievement of the USF program goals.


    USAC administers the USF programs—High Cost, Lifeline, Rural Health Care, and Schools and Libraries. USAC strives to provide efficient, responsible stewardship of the programs, a key national asset in making important telecommunications and Internet services available to consumers, health care providers, schools, and libraries throughout the United States. The program divisions are supported by additional USAC personnel in Finance, General Counsel, Information Systems, Internal Audit, the Enterprise Program Management Office and Human Resources. Consistent with FCC rules, USAC does not make policy for or interpret unclear provisions of statutes or the FCC’s rules.


    Universal service is paid for by contributions from telecommunications carriers, including wireline and wireless companies, and interconnected Voice over Internet Protocol providers, including cable companies that provide voice service, based on an assessment of their interstate and international end- user revenues. These contributions are most typically passed through to consumers through a universal service fee line item on their telephone bills.


    Additional information on USF programs can be found at: http://www.usac.org/about/about/who-we- are/default.aspx


    USAC offers a comprehensive benefits package, ongoing professional development opportunities, including vacation and sick leave.


    USAC is an Equal Opportunity Employer. Only principals will be accepted. No agencies please.


    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.


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