Customer Service Manager
Marquette-Adams Telephone Cooperative, Inc is the area’s leading telecommunications provider. Located in Oxford, WI, Marquette-Adams provides an all-fiber network supporting Internet solutions, as well as television and telephone services to more than 6,000 residential and business customers. We are committed to empowering our employees to best serve our subscribers.
Position Summary: Marquette-Adams Telephone Cooperative is seeking a Customer Service Manager for the operations of our rural telecommunications cooperative. This person will be a member of the management team and will provide guidance and support to the customer service staff by implementing the goals, objectives, policies, and procedures of the department while monitoring workflow to ensure timely and accurate completion of orders, activities, and tasks.
Essential Job Functions:
- Answer customer questions, resolve issues, and maintain customer satisfaction by providing the appropriate problem-solving resources or by dispatching to the appropriate work group
- Manage customer service team by clearly communicating job expectations and providing periodic performance assessments, reviews, and training
- Develop and implement measurable productivity, quality, and customer service metrics
- Conduct periodic evaluations of customer service procedures and trends in order to identify departmental strengths, discover inefficiencies, and develop plans for strategic improvement
- Derive actionable insights from customer feedback and share with management team in order to better nurture customer relationships
- Display an ongoing positive commitment to learning and self-improvement; desiring and making an effort to acquire new knowledge or skills for work
- Support organizational goals by inspiring others to act in support of ideas, programs, or causes
- Maintain accurate and organized customer records
- Meet financial objectives by forecasting requirements, preparing annual budgets, and scheduling expenditures for the customer service department
- Create reports and submit data to the FCC/USAC
- Perform billing system administration-code changes and price changes
Qualifications/Skills:
- 4-year bachelor’s degree preferred
- Minimum of 2 years of customer service management experience
- Considerable ability to communicate orally and in writing in a positive and friendly manner
- Advanced reasoning ability with skill in identifying problems and resolutions
- Considerable ability to maintain efficient workflow
- Knowledge of marketing and sales practices and principles
- Proficiency in Microsoft Office Suite; Excel, Word, and Power Point
- Experience with NISC software solutions a plus
Compensation and Benefits:
- Competitive salary
- Generous benefits package, including medical, dental, vision, pension & 401K program
- Paid time off
- Company paid holidays