What are the responsibilities and job description for the Office manager position at Race?
Job Title: Support Manager (Full Time Position)
Reports to: Director of Customer Support
Location: Tehachapi or Remote
Employment type: Full-time
FLSA: Exempt
About Us:
Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.
Reports to: Director of Customer Support
Location: Tehachapi or Remote
Employment type: Full-time
FLSA: Exempt
About Us:
Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.
Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike.
Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.
In today's connected world, reliable, high-speed internet is an absolute necessity, and it is our company's mission to provide advanced communications at an affordable price. Race focuses its efforts towards building world-class fiber networks and offering gigabit internet service to communities throughout California.
What You’ll do:
What You’ll do:
- Management of the daily operations for the Customer Service Team, including Level 1 and Level 2 customer support, LNP provisioning, and customer billing
- Leads, motivates, and coaches a diverse team of customer focused associates in a multi-cultural, dynamic environment
- Builds a customer-centric culture where employees are motivated to provide an excellent customer experience
- Monitors the call center and ticket metrics daily, weekly, and monthly to identify business trends
- Sets the support associate work expectations and strives to foster employee growth within the company
- Ensures the support department leads have the necessary tools in place to be successful
- Works with the Director of Customer Support to maintain the company’s vision
- Attends cross-departmental meetings to drive support initiatives and always improve the customer experience.
- Creates and manages the support departments schedule to ensure proper call center staffing
- Manages the documentation & revisions of support troubleshooting processes to ensure all associates are kept up to speed.
- Work with the IT and Development teams to upgrade and expand our CRM and IVR systems as needed to improve reliability, capabilities, and metric reporting
- Foster a continuous improvement philosophy that focuses on providing value to our customers in a competitive environment
What You’ll Bring:
- High school diploma or GED required
- 2 years managing a customer service and/or call center department, preferably within the Telecommunications industry
- Excellent analytical skills to build and identify call center/ticket reporting.
- Ability to work in a team-oriented management environment while having an entrepreneurial attitude
- Ability to manage a multi-cultural, diverse team that can deal with customers, sometimes under difficult conditions, in a very fast paced, customer focused manner
- Ability to develop and grow client relationships
- Ability to make decisions and conduct courageous conversations
- Ability to work in multi-cultural, underserved areas and with diverse community-based agencies
- Excellent verbal and written communication skills
- Exceptional organizational and interpersonal skills
- Knowledge of the geography of the cities and counties serviced by Race Communications is preferred.
As part of our Team you'll Enjoy:
- 100% premium paid for medical, dental, vision, and life for all our employees!
- An excellent 401 (k) with 100% Employer-matched up to 4%
- Working to bridge the digital divide between rural and urban areas, providing much-needed services to those who don't have access to reliable internet
- Working for a company that appreciates its employees; every member of the Race team is a part of a collaborative family.
Race Communications is an equal opportunity employer
Salary : $150
