Education Progress Checklist (Click for pdf)
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YOU CAN BE ONE OF THE BEST
Created as a means to recognize the best of the
best, the Jones/NCTI™ Customer Care Master Representative Program is
an industry-recognized way of identifying a select group of broadband
service representatives who have mastered the skills necessary to be
regarded as the industry’s elite. To be qualified as a Master Representative,
individuals must successfully complete a defined set of courses specifically
related to service representative operations. The following recognitions
can be earned: |
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Account Rep (AR)
An AR has mastered the fundamentals of selling and customer service in a broadband telecommunications environment. To qualify, an individual must complete the following courses:
- Excellence in Customer Service
- Cable Network Overview
- Fundamental Selling Skills
Master Account Rep (MAR)
The MAR has attained
the fundamentals of selling and customer service in a broadband telecommunications
environment and has garnered basic troubleshooting skills and understands
the industry’s historical background. To qualify, an individual must complete the following
program/courses:
- Account Rep (AR) Program
- Delivering Cable Services
- Basic Broadband Troubleshooting
Master Sales Rep (MSR)
The MSR is highly knowledgeable
in the techniques of selling the varied services offered by the broadband
industry. To qualify, an individual must complete the following program/courses:
- Account Rep (AR) Program
- Selling Against DBS Providers
- Selling Against DSL Providers
- Selling Digital Cable
- Selling VoIP and Digital Voice
- Selling High-Speed Internet
- Selling High Definition Television
- Selling Video On-Demand
- Selling Personal Video Recorder
Master Technical Services Rep (MTSR)
The MTSR
has gained the historical, troubleshooting and customer service knowledge
to troubleshoot broadband service delivery problems with confidence and
expertise. To qualify, an individual must complete the following program/courses:
- Master Account Rep (MAR) Program
- Customer Service Through Troubleshooting
- Digital Voice Customer Care: Overview
- High-Speed Data Customer Service
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Operations Center Rep (OCR)
The OCR has the ability to troubleshoot more
advanced technical problems from the office or another remote location
and help guide the field service and maintenance technicians to resolution
with speed and accuracy. To qualify, an individual must complete the
following courses:
- Operations Center Technical Support I
- Operations Center Technical Support II
- Operations Center Technical Support III
Master High-Speed Data Rep (MHSDR)
The MHSDR is highly knowledgeable in the skills and support services required
to install, service and troubleshoot the high speed data connection. To
qualify, an individual must complete the following program/courses:
- Account Rep (AR) Program
- Delivering Cable Services
- High-Speed Data Customer Service
- Advanced High-Speed Data Customer Service
Master Network Operations Center Rep (MNOCR)
Unparalleled in their expertise, the MNOCR possesses all of the skills
and abilities to sell, support, service and troubleshoot virtually any
facet in the broadband telecommunications arena. This associate is a professional
of the highest caliber and is recognized by the industry as an authority
in the field of broadband telecommunications. To qualify, an individual
must complete the following programs/courses:
- Account Rep (AR) Program
- Operations Center Rep (OCR) Program
- Delivering Cable Services
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