Member Services Facilitator
North Carolina 811, Inc.
Department: Member Services
Location: Greensboro, NC (Hybrid)
Pay: $31.25 – $33.65 per hour
Position Summary
North Carolina 811, Inc. is seeking a Member Services Facilitator to support our members through accurate data management, technical assistance, GIS support, training, and customer service. This position serves as a key resource for members and internal teams by maintaining critical facility information, improving data processes, and ensuring a high level of service.
The ideal candidate is a detail-oriented professional who enjoys working with technology, solving problems, supporting customers, and improving processes through data and automation.
Essential Responsibilities
Member Support & Customer Service
- Serve as a primary resource for NC811 members regarding system questions, data updates, ticket processing, and operational support.
- Communicate with members to obtain, verify, and maintain accurate facility and contact information.
- Provide professional and timely assistance to members, internal teams, and the general public.
- Conduct member training on NC811 systems and applications.
GIS
- Maintain member facility area and contact data within NC811 systems.
- Utilize GIS tools to process, troubleshoot, and improve mapping workflows.
- Maintain knowledge of GIS concepts, data formats, projections, connections, and troubleshooting methods.
- Communicate with governmental agencies regarding mapping data.
Database & Process Improvement
- Maintain and support databases using Microsoft Access, SQL, Excel, and related tools.
- Develop reports, documentation, training materials, and process improvements.
- Research, test, and recommend technology solutions that improve efficiency and consistency.
- Support automation initiatives and the use of emerging technologies, including AI-assisted tools, where appropriate.
Training & Documentation
- Develop user guides, procedures, training materials, and instructional videos.
- Create clear written and verbal communications for audiences with varying levels of technical knowledge.
Required Qualifications
- High school diploma or GED.
- Minimum of two years of GIS experience.
- Customer service experience required.
- Strong computer skills and ability to learn new software systems.
- Excellent verbal and written communication skills.
- Ability to analyze information, troubleshoot problems, and recommend solutions.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Experience with ESRI ArcGIS Pro or similar GIS applications.
- Experience with Microsoft Access database design, queries, SQL, VBA and Python.
- Experience with utility, mapping, damage prevention, or one-call systems.
- Experience developing training materials or technical documentation.
Work Environment & Physical Requirements
The physical demands described below represent the requirements necessary to perform the essential functions of this position. Reasonable accommodations may be made for qualified individuals with disabilities.
- Ability to sit for extended periods while performing computer, telephone, and administrative duties.
- Ability to communicate effectively through telephone, virtual meetings, and written communication.
- Ability to hear and understand workplace communications and customer inquiries.
- Ability to use hands and fingers to operate computers, keyboards, telephones, and standard office equipment.
- Ability to view and analyze information displayed on computer monitors.
- Occasional standing, walking, or movement within an office environment may be required.
Additional Requirements
- Occasional travel may be required for member meetings, training sessions, or other business activities. Employees must have reliable transportation.
- This position is based in Greensboro, NC, with hybrid remote work flexibility available based on business needs and successful completion of training.
Benefits
- 401(k) with matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
NC811 is an equal opportunity employer and considers applicants without regard to legally protected characteristics. Reasonable accommodations are available for qualified individuals with disabilities.
Pay: $31.25 - $33.65 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Free parking
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: Hybrid remote in Greensboro, NC 27407
