A network representative acts as a liaison between members and customers of a network, recruiting new members and clients, negotiating service contracts, and resolving customer complaints. They may contribute to policy discussions and participate in training for other representatives. Strong customer service and communication skills are essential.
A network representative liaises between members and customers of a network such as a healthcare organization or telecommunications company. The work includes a combination of direct customer service with the company’s customers and recruitment and relationship between suppliers who act as part of the network. It may require a college degree, as well as industry experience and strong customer service and communication skills. Job listings are usually public and people can also contact specific companies if they are interested in positions with them.
Acting on behalf of the parent organization, a network representative can recruit new members and clients. In the example of a healthcare network, this might involve meetings with doctors, hospital staff, clinic directors, and representatives of other medical facilities. The network representative provides information, negotiates service contracts and works with members to retain them. This could include resolutions to billing and payment issues or discussions about company policy.
Customers can work with a network representative when applying or having issues. Customers of a telecommunications company, for example, interact with a representative to set up an account, decide on the services they need, and deal with billing and payment issues. If customers experience problems such as interruptions in phone service or issues with phone harassment, they will contact a network representative to discuss their options. Resolving customer complaints may require activities such as scheduling repair personnel, making changes to an account, or providing people with information about third-party options.
Within the company, network representatives can contribute to policy discussions to help the company develop workable and effective policies. Their direct interactions with members familiarize them with issues arising in the field that can be addressed with policy changes. A network representative may also participate in training for other representatives, such as people taking on new regions, to ensure consistency in network services and customer service activities.
Good people skills are critical for a network representative. The job may include working with people who are agitated or upset, in situations where it is important to remain calm and focused. When interacting with members, the representative also needs to be able to provide clear and useful information to give companies and individuals a reason to join and stay with the organization. In a health network, for example, physicians need to know that the extra paperwork and other administrative tasks associated with membership will generate patients and request payments.
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