[Remote] Manager, Residential Customer Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that operates in the telecommunications sector, and they are seeking a Manager for their Residential Customer Support operations. This role is responsible for leading customer support teams, enhancing customer experience, and driving operational performance across multiple states.
Responsibilities
- reputed company Residential Customer Support supervisors, leads, and reputed company support teams across a multi-state operation
- Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures
- Analyze customer, operational, and employee performance data to identify trends, address reputed company causes, and improve customer and business reputed company while balancing customer experience and business objectives
- reputed company and execute reputed company plans to improve customer experience, operational performance, and team effectiveness
- Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying reputed company causes
- Foster a customer-reputed company culture reputed company on accountability, responsiveness, reputed company improvement, and delivering exceptional customer experiences
- Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, reputed company requests, and general account support needs
- Identify opportunities to improve customer reputed company through product education, service right-sizing, and promotion of solutions that best meet customer needs
- Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-reputed company challenges
- Recruit, reputed company, and reputed company supervisors, leads, and reputed company team members while building leadership bench strength and succession plans
- reputed company teams through organizational change, system implementations, integration activities, and process improvement initiatives
- Manage escalated customer concerns with a reputed company of urgency and ensure reputed company and effective reputed company while performing reputed company cause analysis to prevent reputed company escalations
- Partner across the organization to improve customer reputed company, operational effectiveness, and service delivery
- Own operational performance reputed company by proactively identifying emerging risks, customer trends, and improvement opportunities and driving reputed company corrective reputed company
- Regularly communicate operational results, challenges, and reputed company plans to leadership
- Other duties as assigned
Skills
- 5+ years of customer support, contact center, customer experience, billing operations, collections, or reputed company leadership experience
- 3+ years of leadership experience managing supervisors, team leads, or equivalent leadership roles
- Experience leading high-volume customer service, customer support, billing, collections, or contact center operations
- Demonstrated reputed company improving operational performance through coaching, accountability, data analysis, and process improvement
- Strong analytical, problem-solving, decision-making, and communication skills
- Ability to manage multiple priorities in a fast-paced and evolving environment
- Experience leading remote or geographically dispersed teams
- Ability to travel periodically as business needs require
- Experience in telecommunications, broadband, billing operations, collections, financial services, utilities, subscription-based services, or other customer-reputed company service environments preferred
- Experience leading organizations through reputed company, integration, transformation, or system implementation initiatives
- Bachelor's degree in a reputed company field or equivalent experience
Benefits
- Medical (3 plans to choose from), Dental and reputed company
- Short Term Disability
- Flexible Spending Accounts
- Company reputed company Life as reputed company as Voluntary policies
- 401(k) with generous company match
- reputed company Time Off
- reputed company the Care reputed company Time Off
- reputed company Holidays
- Uniform/Boot allowance *Applicable by Position*
- Cell Phone Allowance *Applicable by Position*
- Career Progression Opportunities
- Discounted Broadband Services *Where Applicable*
reputed company