Job Summary

The Manager of Customer Operations position is responsible for directing and overseeing organization’s customer facing operations.

Reports to: Assistant General Manager

Department: Customer Operations

Classification: Salaried Exempt

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manages and directs the customer operations department toward its primary goals and objectives
• Oversees Sales, Marketing, Customer Service, and Billing functions
• Promotes communication and cooperation among divisions to create a spirit of unity in the organization
• Presents regular reports on the status of the company’s customer operations department to the Assistant General Manager and to company staff
• Reviews the financial results of the customer operations department, comparing them with the company’s objectives and taking appropriate measures to correct unsatisfactory performance and results
• Drafts, implements, and executes policies and procedures to facilitate a quality customer experience
• Establishes performance metrics for customer operations department staff
• Establishes service levels and requirements for the customer operations department
• Develops and implements methods to record, assess, and analyze customer feedback
• Develops and implements training and quality assurance programs for customer operations department staff
• Identifies and recommends updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Acts as a liaison between the customer operations department and other departments in the company
• Drafts and implements the customer operations department’s budget
• Performs other related duties to benefit the mission of the organization

Access to Sensitive Areas and Information

• Direct and indirect report employee personnel files
• Customer Operations and the company budget

General Qualifications

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Proficient with Microsoft Office Suite

Education and/or Experience

• Bachelor's degree preferred
• Five years related experience highly preferred

Supervisory Responsibility

This position oversees the ongoing operations of all divisions of the customer operations department.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position: Monday through Friday, 8:00 a.m. to 5:00 p.m.

Travel

Infrequent travel is expected for this position.

EEO Statement

JBN Telephone Company, Inc. and Giant Communications, Inc. (Company) provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Company expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Company’s employees to perform their job duties may result in discipline up to and including discharge.