Department: Customer Service
Reports to: Director of Operations
Position: Full-time, Non-exempt
Locations: Bluefield, WV
Pay: Depending upon experience and qualifications
- Medical Insurance
- Holiday & Vacation Pay
- Employee Discounts
This position is responsible for the execution of all operational aspects of customer service and support. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of GigaBeam Network’s customer service center.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer and employee experience.
Assist the director of operations in attaining operational objectives by supplying relevant analysis of operation performance data as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives.
Serve as a customer service focal point for planning and implementation of customer service operations within GigaBeam Networks to improve customer satisfaction in all customer interactions
Oversee coordination of staff schedules in accordance with staffing objectives to ensure achievement of operational objectives.
Participate in the design and implementation of policies and procedures across multiple functions within call center operations.
Direct the efforts of local technology support resources in support of hardware/software maintenance and ensure change management activities minimize conflict with peak customer activity periods.
Coordinate call center new hire training efforts with HR and training teams in accordance to the operational budget and forecast.
Ensure customers receive the best customer service possible.
Manage top priority customer issues through to resolution and identify improvement opportunities.
Develop and manage call center communications by employing multiple vehicles to ensure employee understanding and compliance.
Oversee and direct customer service operations to ensure that customer complaints are handled fairly and effectively.
Establish policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations.
Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date.
Oversee the maintenance of the facilities personnel to ensure a professional & safe work environment.
Maintain documented facilities readiness plan and implement remediation actions to ensure compliance with corporate requirements.
Responsible for the day-to-day execution and reporting of workforce planning strategy through local workforce teams.
Perform other duties as required.
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate verbally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel, including presentation skills
Ability to manage work flow, improve overall company effectiveness and productivity
Ability to positively influence and persuade
Ability to prioritize and organize effectively
Ability to work independently
Advanced-products and services implementations skills
Demonstrated project management skills
Effective analytical PC skills
Strong knowledge of ISP operations, customer care methods and new technologies
Bachelor’s degree in business or related field; or equivalent experience
Related Work Experience and Number of Years
Customer service/call center experience 10+
Senior management/leadership experience 5+
Travel as required
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations that do not cause an undue hardship on the company may be made to enable individuals with disabilities to perform this job, as long as that would not hinder or prevent performance of duties, or be a safety concern.
Key to show % of time requirements necessary to perform essential functions of this job:
0%= Zero (O) 1-35%= Little (L) 36-70%= Moderate (M) 71-100%= Great (G)
Physical Requirements: Heavy: Lifting 25+ lbs.
O- Reaching above/below waist
O- Pushing/pulling movements
O- Climbing stairs/ladders
L- Color/Depth Perception
M- Fine hand & finger movements
O- Operate motor vehicle
O- Operate various Equipment
SUCCEEDING AT GigaBeam Networks
At GigaBeam Networks, we truly believe in building leaders within all levels of the company. It is our goal for all of our employees to be successful. We have implemented training programs, refreshers, one-on-one meetings, periodic evaluations and Key Performance Indicators (KPIs) which all combine to help us help you become a better leader.
DISCLAIMER: We are an Equal Opportunity Employer for any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, gender identity, genetic information, national origin, veteran status, disability or any other legally protected characteristic. All employees must be authorized to work in the United States. We are a drug-free work environment. Employment with the Company is contingent on the successful completion of a drug test, reference check, and MVR check.
The idea of connecting others started when family and neighbors didn’t have quality Internet access. After a lot of research, a few maxed credit cards, and hard work, GigaBeam Networks was born. GigaBeam Networks thrives by bridging the gap in rural America with high-speed Internet. Headquartered in Rich Creek, Virginia, our creative rockstar team is known for problem solving and spot-on customer service. With an ever-growing squad, you can find us across southwestern Virginia and Southern West Virginia.
To apply for this position, fill out the form below and attach your resume (pdf format please). You can also email us or stop by one of our office locations.