Location: Lewiston,ME, USA
** Customer Service Manager**
**Job Category****:** System **Requisition Number****:** CUSTO003848 Showing 1 location **Job Details**
**Description**
Join us as a **Customer Service Manager** and use your talents to make a meaningful impact with your teamand the more than 900,000 residential and business customers we serve in over 21 states. You will inspire the Customer Service team to consistently exceed delivery on our promises to be helpful, personal, proactive, and committed by supporting our customers with internet, phone, and video services that help them stay connected to what matters most whether thats making sure families can video chat with deployed service members, ensuring a Twitch streamer is connected late at night when the audience is online, or giving a small business owner faith that their internet connection will power their team through client pitches and product demos.
**How you will contribute to the Companys success:**
* You will be leading and coaching our customer service reps to meet their daily performance goals aligned with exceeding customer expectations, while ensuring they are delivering on our promise of being helpful, personal, proactive, and committed.
* Hiring, creating, and developing a high-functioning team will be one of your most important duties. This will include identifying bright talent to hire, training them on best practices and first-call resolution initiatives, and creating development paths by customizing each to improve alignment, execution and individual capability.
* Although we take pride in our top-notch service, occasionally you will need to effectively and objectively diffuse challenging customer situations, in the end, leaving the customer with a smile on their face and a smile on yours.
* You will also ensure were providing timely service to our customers by identifying the daily trends for call queuing and agent staffing in addition to monitoring and reviewing retail office customer trends to determine appropriate staffing levels.
* Not only will you be managing our amazing Customer Service Representatives; sometimes you may need to fill in for them.
* You will build relationships across the organization with different business partners, within your own local leadership group, and with other customer service and technical workgroups. These relationships are critical as you seek to proactively identify ways to improve processes and find solutions.
* You will be entrusted to prepare and manage the General & Administrative budget and balance expenditures to make sure we are minimizing costs and maximizing customer service.
* You will connect with our communities by participating in Cares events, city meetings, local industry meetings, and other events, building relationships with city officials and other community figures.
* As a valued representative of the company, we ask you to take on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organizations Values.
**How we will SPARK your interest:**
Just as we keep our customers connected to what matters most, we keep our associates connected to what matters most to them a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. Heres a taste of what to expect:
* Medical, vision, and dental benefits start for you and your family on day one.
* You will be rewarded for your contributions with a competitive salary, bonus and equity plan.
* Paid time off is available to volunteer with your favorite community organization.
* We take pride in developing our team and being able to promote from within, so we offer tuition reimbursement ($5250 per year) and ongoing training to assist in career growth. (Our CEO started with the Company as a CSR Thats how seriously we take learning and development!)
* Complimentary cable, internet, and phone service is available if youre at an address serviceable by the company.
* You will be eligible for 401(k) with full match up to 5% of your pay and vested after 1 year .
**What you'll need to succeed in this role:**
* Bachelors degree or experience that would translate into four years of study.
* At least one year experience leading a team striving for customer satisfaction. Experience in the telecommunications industry would be ideal.
* The technology world never stops changing You will need to be able to keep pace with the product improvements were providing our customers.
* A positive attitude is a must for improving the customer experience and driving associate engagement.
* Resilience the ability to stay cool, calm, and collected during difficult or challenging circumstances and bounce back with positivity.
* Excellent leadership skills, time management, and project management skills are essential.
* Must be efficient and accurate in figuring rates, prorates, taxes, franchise fees, interest, sales commissions, and calculating manual credits/charges to customer accounts. 10-key skills are very helpful.
* Excellent communication skills needed, both verbal and written, to share Sparklights vision with the general public, customers, system associates, system management, and corporate office in person, as well as in a virtual setting.
* Working knowledge of programs such as Microsoft Teams, Power BI, and MS Excel to review and interpret customer or associate data.
**The Core Competencies we require of all associates:**
* **Committed:** Value each and every customer while working hard to keep their business and support our communities.
* **Helpful:** Deliver support in the ways that are most useful to our customers and address their needs with expertise, respect, and empathy.
* **Proactive:** Understand what our customers need, and actively work to make their relationship with us seamless, easy, and rewarding.
* **Personal:** Know our customers well, and tailor our communications and interactions to address their needs and expectations.
*Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Sparklight, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. Sparklight and all of its subsidiaries provide equal employment opportunities to all individuals of different races, colors, creeds, national origins, genders, marital and veteran statuses.*
**At Cable One and our family of brands, we are committed to maintaining the safety and well-being of our team, customers and the communities in which we live and serve. We are closely monitoring the impact of Covid-19 at a global and local level and are taking every precaution to keep our associates, customers and families safe.**
**While our team continues to keep our customers connected with their friends and families, we have a thorough plan in place which to ensure the safety of our associates and customers is our top priority.**
**In addition to equipping each of our technicians with personal protective gear (masks, gloves, hand sanitizer, etc.), we are troubleshooting services from outside of the home and empowering our customers to complete self installs if possible.**
**Meetings and interviews are being held virtually, and all associates that are able to work from home are entrusted to do so.**
**Despite the challenges that have occurred due to Covid-19, Cable One remains dedicated to providing the services that our customers expect and rely on, while continuing to be STRONGER TOGETHER.**
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