Customer Service Manager

Department: Customer Service
Reports To: Marketing Manager
FLSA Status: Exempt
Deadline to Apply: 5:00PM | May 17, 2021

General Summary:
Directs day-to-day activities of Customer Service department by providing leadership for daily operations of Customer Service, including supervising staff, generating revenue, and resolving customer issues. Assists in developing and implementing improvements designed to increase team efficiency and generate sales revenues. Will provide ongoing support and coaching for Customer Service team. Will complete a wide variety of special projects as assigned.

Essential Job Functions: 
• Supervises all daily activities of the customer service team including all Customer Sales & Service Representatives and Cashier/Receptionist. Includes scheduling and assigning work, determining methods for doing work, inspecting and checking quality of work completed, training employees and resolving employee problems and concerns.
• Reviews service orders and trouble tickets with Customer Service Representatives to ensure customers receive a quality service experience. Reviews and monitors service measurement reports to ensure meeting or exceeding the company’s service objectives. Confers with customers to answer questions and address concerns. Ensures that employees are informed of proper service and equipment charges.
• Promotes sales of products and services by working closely with Marketing, training of employees through meetings, Web-X’s, and external training.
• Establishes and implements customer service standards/practices to ensure quality customer service and subscriber satisfaction.
• Administers credit policies and procedures for subscribers; establishes and implements collection procedures.
• Researches the development and implementation of new products and services. Evaluates products and provides budgetary recommendations to meet the needs of the organization by corresponding and networking with internal & external contacts.
• Maintains relationship with telephone directory publisher by overseeing compilation and publishing of telephone directory. Establishes and maintains a positive relationship with directory publisher to ensure directory needs are met.
• Takes personal responsibility for the quality and timeliness of work and achieve results with good fiscal policy.
• Adapts to the evolving and changing business needs, conditions, and work responsibilities of WRT and the industry.
• Promotes organizational mission and goals by influencing others to act in support of ideas, programs, or causes.
• Displays an ongoing positive commitment to learning and self-improvement; desiring and trying to acquire new knowledge or skills for work.
• Performs all other related duties as assigned by management.

Knowledge, Skills, and Abilities: 
• Knowledge of the industry.
• Knowledge of management and sales principles and practices.
• Knowledge of company products and services.
• Knowledge of company policies and procedures.
• Knowledge of computer operating systems, hardware and peripheral equipment, understand telco operations and the ability to adapt information services capabilities to telco demands.
• Skill in identifying and resolving subscriber problems.
• Skill in operating various office equipment such as personal computer, various software programs and telephone systems.
• Excellent communication skills to establish and maintain effective communications with customers, employees, supervisors, and business contacts in a professional, timely, and courteous manner.
• Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.
• Ability to effectively manage personnel and workloads to minimize conflict and maximize production.
• Ability to create a team environment and sustain employee morale.
• Ability to organize and prioritize multiple work assignments with varying deadlines in an accurate and timely manner.
• Ability to pay close attention to detail.
• Ability to make sound decisions using information at hand.
• Ability to think analytically and to solve problems.
• Ability to effectively function as a team player and team leader.
• Ability to be self-motivated, enthusiastic and passionate about WRT’s sales culture.
• Ability to think progressively and innovatively while quickly grasping and synthesizing new ideas.
• Ability to create, communicate and implement important service reports that ensure WRT customers are receiving the quality customer service they deserve. This includes service order error tracking, staff call-detail, answer percentage cash drawer balancing and any other reports that are necessary to document quality of WRT customer service.
• Ability to maintain positive attitude.
• Ability to exercise discretion.
• Must have and maintain a valid driver’s license and be insurable by WRT’s insurance carrier.

Education and Experience:
Candidate should possess an Associate or Bachelor’s degree in management, communications, marketing, or an IT technology or business related field. Experience in customer service, supervision, sales/marketing or communications is preferred. Candidate must reside within WRT’s service area.

Reporting Requirements:
Reports to WRT Headquarters in Hazen, ND and must reside within WRT service area.

Installer Repair Technician

Department: Installation/Repair
Reports To: I&R Manager
FLSA Status: Non-Exempt
Deadline to Apply: 5:00PM | May 24, 2021

General Summary:
Install, maintain, and operate all types of network communications equipment which includes routers, ethernet switches, wireless access points, IP Phones, ONTs and other equipment related to broadband, internet, data, and voice services. Install and maintain fiber and copper cable facilities. Install and maintain ethernet cable facilities. Install and maintain voice systems, surveillance, security systems, network extending equipment and other CPE. Assists other departments with installation and maintenance of network equipment. Typically assigned to a specific exchange or exchanges. Occasional travel may necessitate overnight stays.

Essential Job Functions: 
• Install and repair services and equipment at the customer premise.
• Research complex problems and issues to determine and implement solutions.
• Confer with customers to further determine problems and implement acceptable solutions.
• Splice and test fiber optic/copper cable systems.
• Escalate and communicate problems quickly finding a solution by incorporating thorough investigation and troubleshooting techniques.
• Installation and maintenance of key systems, surveillance systems, security systems, network extending equipment and other CPE.
• Assist other departments with the installation and maintenance of network equipment.
• Complete and update all installation and repair related forms, reports, and records.
• Proactively upsell WRT products and services.
• Adapt to the evolving and changing business needs, conditions and work responsibilities of WRT and the industry.
• Promote organizational mission and goals by influencing others to act in support of ideas, programs or causes.
• Display an ongoing positive commitment to learning and self-improvement; desiring and trying to acquire new knowledge or skills for work.
• Take personal responsibility for the quality and timeliness of work and achieve results with good fiscal policy.
• Satisfactorily complete any additional training required by and related to this position.
• Performs all other related duties as assigned by management.

Knowledge, Skills, and Abilities: 
• Skill to obtain and maintain COMPTIA A+ certification.
• Skill to obtain Calix certifications and any other Calix training that will be presented in the future.
• Skill in problem solving and resolution.
• Skill in operating test/splicing equipment for fiber, copper and ethernet services.
• Knowledge of company facilities, equipment operations and maintenance.
• Knowledge of company products and services.
• Knowledge of company policies and procedures.
• Knowledge and skill in operating technology devices/gadgets, etc.
• Ability to communicate with co-workers, customers and various business contacts in a professional and courteous manner.
• Ability to read and interpret documents such as maps, staking sheets, and operating and maintenance instruction manuals.
• Ability to pay close attention to detail.
• Ability to improve or redesign procedures for specific installation/repair problems.
• Ability to work independently and make sound technical decisions using information at hand.
• Ability to effectively function as a team player.
• Ability to maintain positive attitude.
• Ability to organize and prioritize multiple work assignments.
• Ability to read and interpret technical documents.
• Ability to be self-motivated, enthusiastic, and passionate about WRT’s sales culture.
• Ability to think progressively and innovatively while quickly grasping and synthesizing new ideas.
• Must have a valid driver’s license and be insurable by WRT’s insurance carrier.

Education and Experience:
Degree in telecommunications, computer science, computer information system or related field or equivalent related experience is required. Two years of experience in the installation and maintenance of facilities and equipment associated with FTTP and two years of experience in the installation and maintenance of customer premise equipment is desired. Two years of specialized training along with a current recognized IT certification(s) is preferred.

Reporting Requirements:
Reports to WRT Headquarters in Hazen, ND and must reside within WRT service area.

Apply Now

Apply online at www.westriv.com or send applications/resume and applicable certifications to WRT CAREERS, PO Box 467, Hazen, ND 58545 or careers@wrtc.com.

WRT is an Equal Opportunity Employer

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