Customer Service Manager

Reporting directly to the Vice President of Operations, the Customer Service Manager (CSM) will participate in the overall decision making of the company, and have direct responsibility for creating and maintaining all customer service functions and personnel, customer billing, scheduling, post sale follow up, provisioning and base management.  This position is also responsible for the implementation and maintenance of the operational support system(s) and associated workflow.  Additional areas of responsibility will include, working with the Project Management and Provisioning Team during customer turn-up and the CFO on regulatory compliance matters.

Telovations has a dynamic, high growth, customer focused culture.  Interested candidates for this position should enjoy the fast paced, high energy; start up culture where their efforts and actions can be quickly realized in having an immediate impact on the business. 


Responsibilities

  • Directly manage the overall customer service department.  This includes the hiring, training, and day to day management of customer service representatives.  The CSM will be the management contact for all customer service escalations.
  • Design and staff inbound call queues to include yourself as required, CSR’s, and overflow to ensure maximum live answer with minimal hold times.  Partner with the Network Operations Manager to develop routines for prompt call-back for 24x7x365 support in order to meet customer’s SLAs
  • Manage all inbound email messages from customers and prospects, forward to appropriate departments and track responses.
  • Manage all customer MACs (Moves, Adds and Changes)
  • Manage daily reports of ticket status along with the Network Operations Manager in order to meet or exceed internal and external SLAs
  • Develop and manage post sales questionnaires and surveys to measure customer satisfaction
  • Design, develop, and implement work flows processes.

Qualifications

  • Four year college degree or
  • A passion for Customer Service
  • Minimum of ITIL Foundation Certification required
  • Five years' management experience in telecommunications and/or IT help desk environment
  • Excellent communications skills at all levels
  • Expert working knowledge of MS  Excel, MS Word, MS PowerPoint, CRM, service desk ticketing systems and billing systems
  • A desire and record as a hands on manager in a high growth, entrepreneurial environment

 

 

Qualified candidates should submit their résumé including a cover letter and recent salary history via email to techjobs@telovations.com reference position Customer Service Manager in the subject line.

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