What are the responsibilities and job description for the Customer Service Manager position at Valley Telephone?

Job Description

SUMMARY

Directs the activities of the Customer Service Department. Establishes and implements the Cooperative's public relations policy. Ensures that staff are informed of proper service and equipment charges. Provides trending information for subscriber growth. Advises plant and engineering department on customer needs. Maintains relationship with telephone directory publisher. May establish and administer credit policies for new subscribers. May ensure the accuracy of billing data and the security of customer accounts. May establish collection procedures and direct collection activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Directs activities of customer service department by assigning work, checking quality of work, answering questions, handling personnel issues, and monitoring workflow to ensure timely completing of activities.
May recommend product pricing as appropriate.
Establishes and implements customer service and public relations policies to ensure quality customer service and subscriber / member satisfaction.
Analyzes new service and existing service order requests. Advises plant and engineering departments of customer needs.
Oversees compilation and publishing of telephone directory. Establishes and maintains positive relationship with directory publisher to ensure directory needs are met.
Resolves difficult customer issues and problems.
May direct credit and collection functions by establishing and administering credit policies for new subscribers and establishing and implementing collection procedures.
Maintains communication with Help Desk to provide current information for web sites and newsletters. Oversees the design content of all newsletters.
Remains up to date on all relevant OSHA, Safety or Departmental specific standards. Ensures that all relevant standards are maintained by subordinates.
Other duties may be assigned.

EDUCATION and / or EXPERIENCE

Bachelor's degree in management or equivalent experience plus three to five years of telecommunications Customer Service experience including two years in a supervisory capacity.

Valid Texas Drivers' License and insurable driving record.

Must pass pre-employment drug screen, physical, and background checks.

OTHER SKILLS AND ABILITIES

Knowledge of telecommunications technology, products and service.

Knowledge of company policies and procedures.

Knowledge of management principles and practices.

Knowledge of company products and services

Knowledge of the local, rural culture (Preferred)

Skill in operating various office equipment such as personal computers, various software programs, and telephone systems.

Skill in identifying and resolving subscriber problems.

Skills in oral and written communication.

Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.

Ability to organize and prioritize multiple work assignments.

Ability to pay close attention to detail.

Ability to make sound decisions using information at hand.

Ability to create a team environment and sustain employee morale.

Must be able to read, interpret and advise Senior Management on complex regulatory or contractual issues.

Must be able to conduct internal and external research.

MARKETING RESPONSIBILITIES :

Collaborate with the team to develop and execute customer engagement strategies.

Assist in creating marketing campaigns that promote customer loyalty and retention.

Analyze market trends and customer feedback to identify opportunities for improvement.

Coordinate with the sales team to ensure consistent messaging and customer experience.

COMMUNITY INVOLVEMENT :

Develop and implement community outreach programs to enhance the company's presence and reputation.

Partner with local organizations and participate in community events to promote the company's services.

Encourage and organize employee participation in community service activities.

Monitor and report on the impact of community involvement initiatives.

MEMBER ADVOCACY :

Act as the primary advocate for our members, ensuring their needs and concerns are addressed.

Gather and analyze customer feedback to provide insights to the product development team.

Build and maintain positive relationships with customers through regular communication.

Represent the company in customer meetings and negotiations.

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