ISP Team Manager

6 days ago


East Wenatchee, Washington, United States Native Network, Inc Full time

We are seeking a highly skilled ISP Team Manager to join our team at Native Network, Inc. The ideal candidate will have a proven track record of delivering exceptional customer service and experience while overseeing the daily operations of our ISP team.

Key Responsibilities:
  • Lead and manage a team of experienced ISP technicians and support staff.
  • Ensure team members receive comprehensive training and adhere to operational procedures and safety protocols.
  • Create and maintain effective schedules to balance workloads and ensure timely service delivery.
  • Provide coaching, feedback, and performance evaluations to improve team skills and customer satisfaction.
Customer Service and Support:
  • Oversight of customer complaints, technical issues, and service disruptions.
  • Leading efforts to continuously improve billing processes and systems, optimizing automation, accuracy, and efficiency.
  • Ensuring all service requests are addressed professionally and efficiently, with a focus on customer satisfaction.
  • Developing strategies to minimize service downtime and improve overall customer experience.
Operational Oversight:
  • Maintaining compliance with company policies and quality standards through day-to-day operations monitoring.
  • Implementing best practices and tracking inventory, service installation, provisioning, billing, troubleshooting, and problem resolution.
  • Tracking and reporting on key performance indicators (KPIs) such as service uptime, team productivity, and customer satisfaction.
Escalation Management:
  • Handling escalated customer billing inquiries and technical issues requiring advanced troubleshooting or managerial intervention.
  • Cross-functional collaboration with technical teams, vendors, and management to resolve service outages and technical failures quickly and effectively.
Reporting and Documentation:
  • Maintaining accurate records of all team activities, customer interactions, and service issues.
  • Generating reports on team performance, service quality, and customer feedback for senior management presentation.
  • Documenting all service processes, policies, and customer issues for future reference.
Process Improvement:
  • Identifying areas for improvement in service delivery and operational processes within the ISP department.
  • Collaborating with management and cross-functional teams to implement new technologies, tools, and processes enhancing service efficiency and quality.
Salary:

$95,000 - $110,000 per annum, depending on experience.

Benefits:
  • Medical stipend, dental insurance, short- and long-term disability, and life insurance.
  • 401(k) plan with company match.
  • Generous paid time off and holidays.

This is an exciting opportunity for a motivated and experienced professional to join our team and contribute to the success of Native Network, Inc. If you are passionate about delivering exceptional customer service and experience, please submit your application today.



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