Customer Support Manager

Company Overview

All Points Broadband is a wireless Internet service provider based in Leesburg, Virginia with a mission to deliver utility-grade broadband to underserved markets. We are a successful and rapidly growing business and were listed at #330 on the 2018 Inc. 5000 list of fasting growing companies in the country and recognized again in 2019. We are committed to delivering reliable broadband internet to everyone, regardless of where they live. To assist in our growth and dedication to customer service, the company seeks to hire a Customer Support Manager (CSM) to lead the call center of Tier I and Tier II support representatives in addition to themselves providing customer support as needed.

Position Overview

Reporting to the COO, and in collaboration with other members of the management team, the CSM manages the company’s call center personnel, resources, and objectives. The CSM will lead the establishment of call center objectives, analyze call center data, provide customer support representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, and focus on improving performance and processes in an effort to better support customers. The successful leader in this role will have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Compensation shall be determined by experience. This position will be full-time with eligibility for employer-provided benefits and bonus compensation.

General Requirements

To be a successful CSM, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• High school diploma or equivalent; Bachelor’s degree in a relevant discipline preferred
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Specific Duties

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops customer interaction and voice response systems and processes; plan and control process implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Authorizing replacements or refunds; coordinating customer support representative interaction with billing department.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

Direct Reports to CSM

Under supervision of the CSM, in an in-bound call center environment, Customer Support Representatives will provide technical and network problem resolution to users (either customers or company field technicians) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, verifying proper hardware and software set up, power cycling equipment, verifying billing information, and troubleshooting connectivity issues. Support to users will be provided by clearly communicating technical solutions in a user-friendly, professional manner. CSRs will occasionally communicate with company field technicians during customer installations or service calls. In addition to service-related inquiries, CSRs will perform inbound sales duties on an as-needed basis.

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Parental leave

This Job Is Ideal for Someone Who Is:

• High stress tolerance — thrives in a high-pressure environment
• Autonomous/Independent — enjoys working with little direction
• Dependable — more reliable than spontaneous