Customer Service Manager

Description

About Us:

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We're a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.

Location:

This role offers flexibility to work from our Buhler, KS office, remotely, or as a hybrid, with regular travel within the Wichita market and potentially other areas as needed.

Opportunity: 

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service team. The ideal candidate will be a passionate advocate for our customers, a strong leader, and a strategic problem-solver. This role is crucial for ensuring our customers have a positive and seamless experience with our brand. The Customer Service Manager will be responsible for overseeing all aspects of our customer service operations, from managing daily inquiries to developing long-term strategies for customer satisfaction and retention.

Key Responsibilities

Team Leadership and Management:

• Lead, mentor, and motivate a team of customer service representatives to meet and exceed performance goals.
• Conduct regular one-on-one meetings, performance reviews, and training sessions to foster a culture of continuous improvement.
• Schedule and manage team shifts to ensure adequate coverage and timely resolution of customer issues.

Customer Experience Management:

• Develop and implement customer service policies, standards, and procedures to ensure a consistently high level of service.
• Handle complex and escalated customer inquiries, complaints, and issues with professionalism and a solutions-oriented approach.
• Monitor customer feedback and satisfaction metrics (e.g., CSAT, NPS) and use data to identify areas for improvement.

Operational Excellence:

• Optimize and refine customer service processes, tools, and technology to improve efficiency and effectiveness.
• Manage and maintain the customer relationship management (CRM) system and other support software.
• Develop and manage the departmental budget, ensuring resources are allocated effectively.

Collaboration and Reporting:

• Collaborate with other departments, including sales, marketing, and product development, to address customer needs and improve overall customer experience.
• Prepare and present regular reports on team performance, customer trends, and key metrics to senior management.
• Contribute to the strategic planning and goal-setting for the customer service department.

Desired Attributes:

• Excellent leadership, coaching, and mentoring skills, with a true passion for developing talent.
• Exceptional interpersonal communication, presentation, and negotiation skills, with a talent for connecting with diverse individuals.
• Highly organized and results-oriented with a strong focus on achieving and exceeding goals.
• Ability to thrive in a fast-paced, entrepreneurial environment and adapt to changing community dynamics.
• Creative problem-solver with a proactive and solutions-oriented mindset.

Requirements

Experience/Knowledge Required:

• 5+ years of experience in a leadership role, including team building and coaching.
• Ability to work flexible hours to meet customer and team needs, including evenings for after hours support

Preferences:

• 8+ years of experience in a leadership role, including team building and coaching.
• Strong understanding of the telecommunications industry, particularly broadband services.
• Bachelor's degree in Business Administration, Marketing, or a related field (or equivalent experience).

IdeaTek offers a culture where employee strengths are highlighted and recognized. A few of the key ways we strive to make employees feel valued include:

• Competitive base pay with discretionary quarterly bonus incentives. Quarterly bonuses are based on company-wide performance in combination with individual performance. 
• Competitive benefits packages including medical, dental, life, and vision, along with 401k match 
• Employee coaching and counseling services at no cost to employee, spouse, and children
• Tuition reimbursement for continuing education related to your individual growth goals
• Community engagement and volunteer opportunities

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits comm