Tower Host Laision

Job Overview

This role serves as a key point of coordination between Site Acquisition, Project Management, Installation & Infrastructure teams, Call Center staff, and Tower Hosts. The individual will provide clear, professional communication via phone, email, and text regarding project progress, contract inquiries, and service-related matters. Responsibilities include administrative support such as workflow coordination, file management, contract research, and report generation. The ideal candidate will possess strong organizational, verbal, and written communication skills, with the ability to quickly learn and adapt. Weekly progress updates to management are required.

Company Overview

We are a Hudson Oaks, Texas-based Internet Service Provider (ISP) delivering High Speed Internet and Voice Services throughout multiple states to residential, business, K-12 Education and government customers. We believe there is much more to an internet company than just delivering cost-effective internet solutions; we believe in delivering an overall customer experience that our competitors simply cannot match.

Skills

• Self-starter with strong problem-solving abilities, capable of resolving issues with minimal supervision
• Strong interpersonal, organizational, and communication skills
• Proven ability to prioritize tasks, meet tight deadlines, and manage multiple responsibilities
• High level of professionalism and confidentiality
• Proficiency in Microsoft Excel, Word, and Outlook
• Ability to adapt to a fast-paced, rapidly changing environment
• Collaborative team player with a proactive mindset
• Strong analytical skills with attention to detail, including the ability to interpret reports and contracts
• Confident public speaking and presentation skills
• Self-starter with strong initiative and the ability to resolve issues independently
• Demonstrated experience managing customer interactions with a focus on problem-solving, and positive outcomes.

Key Responsibilities

• Communicate project progress and updates to Tower Hosts
• Generate and analyze reports from project management tools
• Handle incoming calls and support tickets in a timely, professional manner
• Collaborate with internal teams to resolve Tower Host issues efficiently
• Coordinate with administrative teams to validate service agreements per contract terms
• Maintain accurate records of Tower Host communication and contact history
• Create and manage Tower Host accounts and POP regions in Billmax
• Schedule appointments with Tower Hosts
• Participating in weekly meetings
• Conduct research on tower and customer information as needed
• Manage and support the Tower Host Referral Program
• Perform additional duties as assigned

Education & Experience

High School diploma, GED, or equivalent requiredExperience with Microsoft Excel, Word, and Outlook requiredPreferred experience with Billmax, ASAP, and Nextlink ticketing systems

Job Classification

Field Operations: Planning and DevelopmentNon-Exempt

Work Environment

Primarily office-based environmentModerate noise level

Physical Demands

Occasional lifting of up to 20 lbsAbility to sit or remain stationary for extended periods (8–10 hours daily)Frequent use of hands, wrists, and fingers for computer workAbility to operate basic office equipment and communicate via phone and email

Schedule

Monday–FridayFull-time (40 hours per week)Overtime as needed

Affirmative Action (AAP/EEO Statement): Nextlink is an Equal Opportunity Employer and an Affirmative Action employer. We are committed to providing equal employment opportunities to all applicants and employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law. We take affirmative action to ensure equal opportunity in all aspects of employment.

Drug-Free Workplace: Nextlink is committed to maintaining a safe, healthy, alcohol and drug-free workplace for all employees.