What are the responsibilities and job description for the Service Mgr Customer Relations position at DIRECTV?
DIRECTV is seeking a dedicated and customer-focused Service Manager for our Customer Relations team. This role is responsible for overseeing the entire customer experience, including provisioning, billing, maintenance, and customer education. The ideal candidate will serve as the key point of contact for managing service issues, collaborating across departments to resolve customer concerns, and ensuring high levels of customer satisfaction. This position plays a crucial role in maintaining positive customer relationships, driving customer retention, and continuously improving our service delivery.
Here's what you’ll do :
- Act as the primary point of contact for customers, managing service issues and escalations.
- Collaborate with sales, network, operations, and affiliate teams to develop customer-specific action plans addressing service and billing issues.
- Develop service agreements and create reports / tools to measure performance based on those agreements.
- Interact with customers before and after sales to build and maintain positive relationships.
- Resolve customer issues on a 24 / 7 basis, with the authority to escalate to any level necessary for expeditious resolution.
- Use online tools to extract, analyze, and customize data for stewardship reports covering provisioning, maintenance, and billing.
- Analyze performance data to drive actionable items supporting customer needs and develop programs to minimize churn.
- Champion issue resolution, engaging other departments as needed and providing status reports to customers.
- Troubleshoot problems using various systems and determine appropriate resolutions or departments for referral.
- Promote and educate customers on the use of online servicing and billing tools as alternative problem-solving approaches.
- Oversee the implementation of customer projects outside the National Project Management scope, developing written project plans and matrix-managing across applicable Centers of Excellence.
- Continuously improve customer service processes and procedures to enhance efficiency and customer satisfaction.
- Monitor and report on key performance indicators related to customer service and satisfaction.
- Stay informed about company products, services, and policies to provide accurate information to customers.
- Participate in customer service initiatives and contribute to the development of best practices.
What you’ll need to be successful :
This Service Manager, Customer Relations position offers an exciting opportunity for a customer-focused professional to play a key role in ensuring client satisfaction and driving service excellence. The ideal candidate will combine strong communication skills with analytical abilities to resolve complex customer issues, improve service delivery, and contribute to overall customer retention efforts. This role requires a proactive and adaptable individual who can thrive in a dynamic environment, handle diverse customer needs, and continuously seek ways to enhance the customer experience.
This is a remote position that can be located anywhere in the United States. #LI-Remote
A career with us comes with big rewards :
DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.
The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
DIRECTV WAGE ZONES $44,840 - $81,420
Low (N1) : $44,840 - $67,260
Mid (N2) : $47,200 - $70,800
High (N3) : $51,920 - $77,880
Top (N4) : $54,280 - $81,420
Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.
Salary : $81,420
