Customer Support Manager

JOB TITLE: CUSTOMER SUPPORT MANAGER

DEPARTMENT: CUSTOMER SUPPORT
REPORTS TO: GENERAL MANAGER

SUPERVISES: CUSTOMER SUPPORT REPRESENTATIVES, RECEPTIONIST

FLSA STATUS: EXEMPT
SALARY: COMPETITIVE BASE PAY PLUS INCENTIVE PAY

TO APPLY:

STEP 1: PLEASE SELECT THE "APPLY FOR THIS JOB" BUTTON AND COMPLETE THE INFORMATION

STEP 2: COMPLETE THE INTERNAL HIRE DOCUMENT LINKED HERE: INTERNAL HIRE DOCUMENT

Position Summary:
Waterloo is going through major changes to become a sustainable and smart City. This position serves as the Customer Support lead for the Waterloo Municipal Communications Utility, DBA, Waterloo Fiber, an Internet Service Provider (ISP), and reports to the General Manager of Telecommunications. The Customer Support Manager will be responsible for customer support and sales efforts for Waterloo Fiber by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs and supervise the Customer Support Representatives and Receptionist.

Within the framework of governing federal, state, and local laws and policies, the position exercises latitude and independence in the performance of assigned projects and tasks. This Customer Support Manager role is responsible for sound judgment, thoroughness, and competence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervises Customer Support Representatives and Receptionist to ensure customer support for Waterloo Fiber’s customers by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs.

• Responsible for inside and outside residential sales and sales strategies.

• Collaborates with commercial sales and marketing departments for consistent and accurate messaging.

• Assists in training Customer Support Representatives and Receptionist on Waterloo Fiber’s services, customer service processes/procedures and SOPs, special customer incentives and/or programs.

• Assists in the development of Customer Support Representatives and Receptionist and keeps abreast of the most current technology, processes, and procedures.

• Schedules Customer Support Representatives and Receptionist so that coverage is at a maximum during peak hours to maintain prompt service.

• Responsible for utility billing, cash handling, and other management of the OSS/BSS.

• Maintains accurate time and attendance reporting.

• Assists in developing, recommending, and administering technical operations policies and procedures and maintains regular quality audits for compliance.

• Ability to effectively communicate with customers, management, employees and installation and service partners (contractors).

• Assists in the development and management of the department’s operating budget in accordance with corporate guidelines.

• Assists in the interview/hiring process, coaching, counseling, and ongoing review process for Customer Support Representatives and Receptionist positions and administers discipline consistent with corporate polices.

• Works with managers, supervisors, and employees to promote a positive attitude and good employee morale.

• Always maintains a professional appearance and appropriate behavior.

• Provides basic troubleshooting for service issues and/or outages.

• Ensures customer requests are completed on first call.

• Ability to work cooperatively with supervisors, co-workers, and customers.

• Ability to work in an agile environment.

• Ability to multi-task, prioritize and manage time effectively.

• Responsible for achieving KPIs including but not limited to: first contact resolution, abandon rate of calls/chats, average resolution time, wait time for callers, training investment per employee.

• Ability to follow policies and rules of the company.

• Flexible to occasionally work evenings and weekends.

• Other duties performed as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• High School Diploma or GED required, related college degree preferred

• At least two years of work experience. Previous customer service and/or call center experience preferred.

• Experience with billing systems and cash handling.

• Strong communications and phone skills, interpersonal skills, basic computer skills, problem-solving skills.

• Experience with sales and sales strategy.

• Microsoft Office Suite, Google Earth.

• Analytical - Synthesizes complex or diverse information.

• Collects and researches data.

• Demonstrates attention to detail.

• Problem Solving – Identifies and resolves problems in a timely manner.

• Interpersonal Skills – Focuses on solving conflict, not blaming.

• Maintains confidentiality.

• Responds well to questions.
  

Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Regularly required to talk and hear

• Frequently required to sit, stand, bend at the knees and waist, and walk
• Required to use hands to type, handle objects and paperwork
• Required to use close vision and be able to focus
• Must be able to lift/carry 20 lbs. at any given time
• Must be able to travel for business purposes on an occasional basis.

Other Duties:
The above job description is intended to describe the general nature and level of the work being performed by employees assigned to this job title. This is not an exhaustive or comprehensive list of all duties, tasks, and responsibilities. Employees will be expected to perform duties that do not appear on the job description. Management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

EEO Statement:

Waterloo Fiber is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training.

Benefits:

• Incentive Pay

• IPERS

• Health, Dental, Vision, and Life Insurance

• Paid Vacation, Holidays, Personal, and Sick Time

A.A./E.E.O. | Minority, female & disabled individuals are encouraged to apply.