Service Mgr Customer Relations

DIRECTV is seeking a dedicated and customer-focused Service Manager for our Customer Relations team. This role is responsible for overseeing the entire customer experience, including provisioning, billing, maintenance, and customer education. The ideal candidate will serve as the key point of contact for managing service issues, collaborating across departments to resolve customer concerns, and ensuring high levels of customer satisfaction. This position plays a crucial role in maintaining positive customer relationships, driving customer retention, and continuously improving our service delivery.

Here's what you’ll do:

• Act as the primary point of contact for customers, managing service issues and escalations.
• Collaborate with sales, network, operations, and affiliate teams to develop customer-specific action plans addressing service and billing issues.
• Develop service agreements and create reports/tools to measure performance based on those agreements.
• Interact with customers before and after sales to build and maintain positive relationships.
• Resolve customer issues on a 24/7 basis, with the authority to escalate to any level necessary for expeditious resolution.
• Use online tools to extract, analyze, and customize data for stewardship reports covering provisioning, maintenance, and billing.
• Analyze performance data to drive actionable items supporting customer needs and develop programs to minimize churn.
• Champion issue resolution, engaging other departments as needed and providing status reports to customers.
• Troubleshoot problems using various systems and determine appropriate resolutions or departments for referral.
• Promote and educate customers on the use of online servicing and billing tools as alternative problem-solving approaches.
• Oversee the implementation of customer projects outside the National Project Management scope, developing written project plans and matrix-managing across applicable Centers of Excellence.
• Continuously improve customer service processes and procedures to enhance efficiency and customer satisfaction.
• Monitor and report on key performance indicators related to customer service and satisfaction.
• Stay informed about company products, services, and policies to provide accurate information to customers.
• Participate in customer service initiatives and contribute to the development of best practices.

What you’ll need to be successful:

• Knowledge of DIRECTV product catalog preferred.
• High school diploma or GED equivalent required; Bachelor's degree in Business, Customer Service Management, or related field preferred.
• 1 – 3 years of related customer service experience, preferably in a telecommunications or technology environment.
• Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Excellent problem-solving skills and the ability to make decisions in a fast-paced environment.
• Proficiency in using customer service software, CRM systems, and data analysis tools.
• Experience in project management and the ability to coordinate cross-functional teams.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Demonstrated ability to handle escalated customer issues and drive resolutions.
• Knowledge of telecommunications services, billing systems, and provisioning processes is a plus.
• Excellent time management skills and ability to prioritize multiple tasks.
• Flexibility to work outside regular business hours as needed for 24/7 customer support.
• Strong attention to detail and commitment to delivering high-quality customer service.
• Ability to remain calm and professional in high-pressure situations.
• Experience with developing and delivering customer education programs is beneficial.
• Familiarity with service level agreements (SLAs) and performance metrics in a customer service environment.
• May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer’s proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.

This Service Manager, Customer Relations position offers an exciting opportunity for a customer-focused professional to play a key role in ensuring client satisfaction and driving service excellence. The ideal candidate will combine strong communication skills with analytical abilities to resolve complex customer issues, improve service delivery, and contribute to overall customer retention efforts. This role requires a proactive and adaptable individual who can thrive in a dynamic environment, handle diverse customer n