Customer Service Manager

2 weeks ago

San Antonio, United States Nomad Internet Full time
Job DescriptionJob Description

This role will oversee a team responsible for providing exceptional customer support and resolving inquiries. This role will be responsible for leading both the day-to-day customer operations, while also driving the necessary strategic projects and process improvements to take the organization to the next level. This role will develop strategies to enhance customer satisfaction, train staff on best practices, and analyze performance metrics to drive improvements.

Role Responsibilities:

  • Lead the entire customer support team for Nomad. Responsible for 24-hour operations and team management for all weekday or weekend shifts.
  • Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards
  • Lead support associates by assessing employee performance, managing the quality of customer interactions, providing positive/constructive feedback, and addressing repeat issues with corrective actions
  • Develop reporting and analytics that measure end-customer and internal team successes.
  • Partner and create training programs and maintain an internal knowledge base, along with coaching tools, that enable our support associates to be knowledgeable, nimble, technically capable, and excellent communicators
  • Develop, and continually update, triage methods and troubleshooting playbooks that improve resolution speed and first-touch resolution
  • Ensure business practices are being followed to ensure the processing of customer interactions are in a quality manner
  • Collaborate with internal teams (Sales, Marketing, Finance, Development, etc.) to design simple and effective support interventions that improve our customers' experience
  • Handle escalated customer inquiries or complaints, resolving issues in a timely and satisfactory manner
  • Create, review, and continually maintain a customer-facing help center
  • Establish and track metrics to evaluate customer satisfaction and service quality including; CSAT, NPS, FCR, AHT, CES, retention and churn rates, and service quality scores
  • Develop reporting and analytics that measure end-customer and internal team successes
  • Utilize quantitative and qualitative methods to understand the root cause of new and trending issues
  • Maintain accurate records of customer interactions, transactions, comments, and complaints
  • Monitor and approve employee time-keeping records

Basic Qualifications:

  • Bachelor’s degree and 5+ years of professional experience in customer operations
  • Previously worked for another Internet Service Provider
  • 3+ years of professional experience in a supervisory or managerial role focused on customer operations

Preferred Skills and Experience:

  • Experience leading a team as either a manager (responsible for a multi-tiered organization) or front-line supervisor (with direct reports)
  • Excellent communication and team-building skills
  • Ability to work in a fast-paced /cross-functional environment
  • Organized and self-driven, capable of working independently with little direction
  • Capable of adapting to abrupt changes in strategy
  • Strong attention to detail, project management, and organizational skills. You take pride in your craft

Compensation and Benefits:

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience. You may be eligible for long-term incentives, like performance and discretionary bonuses. You will receive access to medical, vision, dental coverage, short-term disability insurance, and life insurance. You may also accrue 3 weeks of paid vacation and be eligible for 6 paid holidays per year.

 

 

Company DescriptionAt Nomad Internet, we believe access to the internet is a human right and that rural communities should have access to the same high-speed internet available in urban areas. We believe that living in a rural community should not mean you have to put up with “substandard internet” like satellite, DSL, and cable.

In 2016, the United Nations General Assembly declared internet access a human right We believe rural communities should expect the same high-quality unlimited and unthrottled internet that those living in cities enjoy.

We launched in 2017 with the mission to serve the underserved, bringing people in rural communities and RV parks reliable access to the internet. These communities, particularly those in rural areas, have historically lacked access to basic utilities, both public and private, and we made it our goal to change that. When demand exploded during the COVID-19 pandemic, we quickly expanded, bringing our high-speed internet coverage to customers across all 50 states.

Nomad Internet is America's largest rural Wireless Internet Service Provider. Today, as an established authorized reseller of our Nation's largest network services, we are proud to provide high-speed, secure wireless internet to rural communities and on-the-road travelers nationwide. We transmit wireless internet access directly to you, without the need for traditional internet wires, so you have reliable connectivity wherever you are: at home, at work, or on the go.Company DescriptionAt Nomad Internet, we believe access to the internet is a human right and that rural communities should have access to the same high-speed internet available in urban areas. We believe that living in a rural community should not mean you have to put up with “substandard internet” like satellite, DSL, and cable.\r
\r
In 2016, the United Nations General Assembly declared internet access a human right We believe rural communities should expect the same high-quality unlimited and unthrottled internet that those living in cities enjoy.\r
\r
We launched in 2017 with the mission to serve the underserved, bringing people in rural communities and RV parks reliable access to the internet. These communities, particularly those in rural areas, have historically lacked access to basic utilities, both public and private, and we made it our goal to change that. When demand exploded during the COVID-19 pandemic, we quickly expanded, bringing our high-speed internet coverage to customers across all 50 states.\r
\r
Nomad Internet is America's largest rural Wireless Internet Service Provider. Today, as an established authorized reseller of our Nation's largest network services, we are proud to provide high-speed, secure wireless internet to rural communities and on-the-road travelers nationwide. We transmit wireless internet access directly to you, without the need for traditional internet wires, so you have reliable connectivity wherever you are: at home, at work, or on the go.

  • Billing Customer Service Manager

    4 days ago

    San Antonio, United States Nomad Internet Full time

    Job DescriptionJob DescriptionThis role will oversee all aspects of the billing operations and staff. This role is responsible for setting and monitoring billing policies and procedures. This role collaborates with finance, operations, and customer service teams to resolve billing discrepancies, implement billing strategies, and optimize revenue streams....

  • Billing Customer Service Manager

    1 day ago

    San Antonio, United States Nomad Internet Full time

    Job DescriptionJob DescriptionThis role will oversee all aspects of the billing operations and staff. This role is responsible for setting and monitoring billing policies and procedures. This role collaborates with finance, operations, and customer service teams to resolve billing discrepancies, implement billing strategies, and optimize revenue streams....

  • Account Manager

    1 week ago

    San Antonio, United States NurseRecruiter, LLC Full time

    Job DescriptionJob DescriptionNurseRecruiter.com is a nursing job board and recruitment agency connecting nurses with employers to streamline the hiring process. Our aim is to match quality healthcare professionals with great jobs, ensuring vital roles are filled and healthcare is delivered by well-qualified practitioners.What sets us apart?For nurses, we...

  • Customer Service Specialist

    1 week ago

    San Antonio, United States Rollins Full time

    ** Customer Service Specialist** **Job Category****:** Customer Service **Requisition Number****:** CUSTO022977 Showing 1 location **Job Details** **Description** **At Orkin, our purpose is to help protect the world where we live, work, and play.** Our **Customer Service Specialists** are committed to this purpose. Our **Customer Service Specialists** are...

  • Director of Customer Service

    1 week ago

    San Antonio, United States Xpel Technologies Corp Full time

    Director of Customer Service (San Antonio, TX) Published On 9/8/2023 Job Summary: Lead, develop, and coach customer service supervisors and managers across multiple countries to build successful relationships and deliver an exceptional customer experience. Core Duties: • Establish performance objectives, monitor team performance, and provide feedback to...

  • Customer Service

    Found in: beBee jobs US - 2 weeks ago

    San Antonio, Texas, United States Lowe's Full time

    Mr. Rooter Plumbing's proven systems make it easy for our staff members to achieve their goals, whether financial, professional and/or personal.Mr. Rooter implements our Code of Values of Respect, Integrity, and Customer Focus while having Fun in the Process, making it a place you will be proud to work for.Dispatching service calls to the Plumbers using...

  • Customer Service Advisor

    2 weeks ago

    San Antonio, United States AlphaStaffing Full time

    Job DescriptionJob Descriptionompany Description:International company with over 65 years of service working privately with over 20,000 unions, credit unions, and associations in the US alone. Looking for independent, driven individuals who can organize and manage their own process and workflow. All individuals will be trained before starting the position...

  • Customer Service Agent

    1 week ago

    San Antonio, United States Qwalifize LLC Full time

    Job DescriptionJob DescriptionType:Contract-To-HireFull Time or Part Time:Full timePay Rate:$17.00 per hrLocation:San Antonio, TX 78229 Language Requirements:Write, read, and speak English fluently Job Overview:This role is primarily responsible for providing excellent customer service, accurate information and assistance to customers over the phone....

  • Customer Support Manager

    1 week ago

    San Antonio, United States Tellus Equipment Solutions Full time

    Job DescriptionJob DescriptionThe Customer Support Manager (CSM) will oversee the customer experience strategy companywide, including building the overall customer relationship management capability, capturing customer data across all key touchpoints of the business to support our teams’ requirement for high level of service and excellent consumer...

  • Customer Service Agent

    1 week ago

    San Antonio, United States Jerry Full time

    **Customer Service Agent** San Antonio, Texas / Sales and Service Service / Full-Time + Respond to our customers insurance questions on behalf of our carriers via phone, text, email, or through the app + Help our existing customers with their current policies + Identify ways to continue improving our customer service process + We provide full training,...

  • Customer Service 1

    1 week ago

    San Diego, United States Pilot Freight Service Full time

    ** Customer Service 1** **Job Category****:** Stations-West **Requisition Number****:** CUSTO004437 Showing 1 location **Job Details** **Description** **Pilot Freight Services is seeking a full time Customer Service 1 for our San Diego CA, location.** **Responsibilities:** * Frequent and accurate communication to customer, cartage agents, and other station...

  • Customer Service

    Found in: beBee S US - 1 week ago

    San Antonio, United States Lowe's Full time

    Mr. Rooter Plumbing's proven systems make it easy for our staff members to achieve their goals, whether financial, professional and/or personal.Mr. Rooter implements our Code of Values of Respect, Integrity, and Customer Focus while having Fun in the Process, making it a place you will be proud to work for.Dispatching service calls to the Plumbers using...

  • Service Advisor

    2 days ago

    San Antonio, United States LeMeilleur's Repair CO - Automotive & Truck Full time

    Job DescriptionJob DescriptionReady to use your experience as a service writer and take your auto repair career to the next level? Well, you're in luck! LeMeilleur's Repair Co - Automotive & Truck in San Antonio, TX is looking for a full-time Service Advisor - Automotive Customer Service Rep to join our amazing team!WHY SHOULD YOU JOIN OUR AUTO...

  • Customer Success Manager

    1 week ago

    San Antonio, United States Trigenx Full time

    Job DescriptionJob DescriptionHybrid/Remote PositionIn this role you will:Own customer relationships, acting as their primary point of contact and trusted advisor.Define customers' business objectives, challenges, and requirements to identify value-added solutions and upsell opportunities.Develop and deliver training and educational materials to help...

  • Customer Success Manager

    2 weeks ago

    San Antonio, United States Trigenx Full time

    Job DescriptionJob DescriptionHybrid/Remote PositionIn this role you will:Own customer relationships, acting as their primary point of contact and trusted advisor.Define customers' business objectives, challenges, and requirements to identify value-added solutions and upsell opportunities.Develop and deliver training and educational materials to help...

  • Pharmacy Customer Service Assoc. Cert

    Found in: beBee S US - 2 weeks ago

    San Antonio, United States Walgreens Full time

    Job ObjectivesModels and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service.In accordance with state and federal regulations, assists the pharmacist, under direct supervision, in the practice of pharmacy. Responsible for using...

  • Customer Service Agent

    Found in: Resume Library US A2 - 1 week ago

    San Antonio, Texas, United States SIXT USA Full time

    Job Description Come Join the SIXT San Antonio Airport Team. Monthly Bonus & Sign on Bonus $2500. Must have Retail Sales, B2B, Hospitality Sales, Banking Sales, Front Desk Sales, Rental Car Sales.  SIXT is looking for a Customer Service Agent to deliver exceptional customer service to customers from around the world. You will provide customers with...

  • Customer Service Agent- Bilingual

    1 week ago

    San Antonio, United States Qwalifize LLC Full time

    Job DescriptionJob DescriptionType:Contract-To-HireFull Time or Part Time:Full time/Part timePay Rate:$17.00 per hr Location:? San Antonio, TX 78229 Language Requirements:Write, read, and speak English and Spanish fluently Job Overview:This role is primarily responsible for providing excellent customer service, accurate information and assistance to...

  • Service Expert

    1 day ago

    San Antonio, United States Hunter Service Group Full time

    Job DescriptionJob DescriptionWho We AreHunter Service Group prides itself on being the best in the business. We are the best because we hire the best people. Our customers love us for it. There is a good chance that you have seen our vans and the pride we take in our vehicles.What you don’t know is what it’s like to be a part of a team like this. It’s...

  • Electrical Service Expert

    1 week ago

    San Antonio, United States Hunter Service Group Full time

    Job DescriptionJob DescriptionWho We AreHunter Service Group prides itself on being the best in the business. We are the best because we hire the best people. Our customers love us for it. There is a good chance that you have seen our vans and the pride we take in our vehicles.What you don’t know is what it’s like to be a part of a team like this. It’s...