Manager, Customer Service Call Center at Block Communications in Northwood, OH
ABOUT BUCKEYE BROADBAND Buckeye Broadband is the leading provider of High-Speed Internet, Cable TV, and phone services in northwest Ohio and southeast Michigan. Our 600
employees are committed to excellence and innovation, and are encouraged to volunteer in their local communities in which we live and provide service. Buckeye Broadband offers an inclusive total rewards package, which includes the following benefits for all full-time employees:
Competitive Pay Comprehensive Health Benefits 401K Retirement Savings Paid Time Off Discounted Cable and Internet (Within Service Area) Career Development Wellness & Fitness Programs Community Involvement Opportunities JOB TITLE:
Manager, Call Center Sales DIVISION:
Customer Operations DEPARTMENT:
Administration JOB SUMMARY The Manager, Call Center Sales is responsible for managing a large team of customer relations supervisors and specialists that specialize in phone communication for product support, recommendations and upgrades. The Manager, Call Center Sales develops strategies to ensure the best customer experience is consistently provided to all current and future Buckeye Broadband customers. The Manager, Call Center Sales reports directly to the Director of Sales. Direct reports to the Manager, Call Center Sales include Customer Relations Supervisors, Customer Relations Training Supervisor, and Call Center Operator. ESSENTIAL JOB FUNCTIONS The Manager, Call Center Sales is accountable for the following items:
Studying the in-bound communication process and validating or restructuring the strategy to optimize sales growth; Driving team efficiency and productivity while fostering a positive, motivational work environment that supports collaboration and team work; Working effectively and proficiently with customers, vendors and the management team to build relationships and investigate and resolve issues and challenges; Managing changes in staffing based on day of week, sales promotions, other anticipated events and data; Reviewing and reporting sales data to monitor the customer experience and agent statistics; Monitoring individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets; Monitoring sales calls to observe employee demeanor, technical accuracy and conformity to company policies; Developing customer service playbook and processes to anticipate customer needs and questions; Answering questions and recommending corrective services to address customer complaints; Providing communication and follow up to ensure the sales team is fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions; Studying and standardizing procedures to improve departmental efficiency; Planning, implementing, and monitoring employee recognition programs for department; Participating in the preparation and maintenance of the call center budget to ensure effective and efficient operations; Ensuring the confidentiality of all customer information; Following and enforcing the Company's policies and procedures, including the EEO guidelines, at all times Performing any miscellaneous department duties as needed. JOB REQUIREMENTS Education and Experience Bachelor Degree in a business related field - required Minimum of 5 years of progressive management or supervisory experience - required Minimum of 5 years of customer service experience - required Minimum of 3 years of call center supervisory experience - required Minimum of 3 years of performance training/coaching experience - required Working knowledge of residential cable, internet, and phone - preferred Core Competencies Agile - Embraces change; adaptable and flexible; sense of urgency; Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo; Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality; Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict; Accountable - See it, Own it, Solve it, Do it; Hold each other accountable. Job Specific Competencies Delivers Results - Strategic Planning & Execution; Makes decisions in the best interest of the Company; Knows and responds to business climate; Manages ambiguity Develops Employees - Coaches; Empowers; Engages; Mentors; Teaches Displays Leadership:
Is a role model; Communicates vision; demonstrates emotional maturity; manages risks; is resilient; demonstrates business acumen. Other Skills/Requirements Strong business acumen and broad-based operational perspective as demonstrated through varied operating work experiences in Operations, Sales, Procurement, Finance, etc. Strong problem solving, attention to detail, and analytical ability. Knowledge and experience with Microsoft Office programs; Ability to maintain confidentiality of sensitive information; Background record that meets Company standards; Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so. PHYSICAL DEMANDS May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 25 lbs. may be occasionally needed. WORKING CONDITIONS The Manager, Call Center Sales is a salaried exempt position. The Customer Operations division is in operation seven days a week, 24 hours a day. The regular working hours may vary to accommodate the needs of the department. The Manager, Call Center Sales is required to drive on the job as needed and is subject to regular MVR checks. She/he must maintain a valid driver's license, reliable means of transportation, and maintain a driving record that meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to their Manager. The Company is a drug-free workplace. All employees are required to adhere to the Company's drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment. The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
Salary Range:
$100K -- $150K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
employees are committed to excellence and innovation, and are encouraged to volunteer in their local communities in which we live and provide service. Buckeye Broadband offers an inclusive total rewards package, which includes the following benefits for all full-time employees:
Competitive Pay Comprehensive Health Benefits 401K Retirement Savings Paid Time Off Discounted Cable and Internet (Within Service Area) Career Development Wellness & Fitness Programs Community Involvement Opportunities JOB TITLE:
Manager, Call Center Sales DIVISION:
Customer Operations DEPARTMENT:
Administration JOB SUMMARY The Manager, Call Center Sales is responsible for managing a large team of customer relations supervisors and specialists that specialize in phone communication for product support, recommendations and upgrades. The Manager, Call Center Sales develops strategies to ensure the best customer experience is consistently provided to all current and future Buckeye Broadband customers. The Manager, Call Center Sales reports directly to the Director of Sales. Direct reports to the Manager, Call Center Sales include Customer Relations Supervisors, Customer Relations Training Supervisor, and Call Center Operator. ESSENTIAL JOB FUNCTIONS The Manager, Call Center Sales is accountable for the following items:
Studying the in-bound communication process and validating or restructuring the strategy to optimize sales growth; Driving team efficiency and productivity while fostering a positive, motivational work environment that supports collaboration and team work; Working effectively and proficiently with customers, vendors and the management team to build relationships and investigate and resolve issues and challenges; Managing changes in staffing based on day of week, sales promotions, other anticipated events and data; Reviewing and reporting sales data to monitor the customer experience and agent statistics; Monitoring individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets; Monitoring sales calls to observe employee demeanor, technical accuracy and conformity to company policies; Developing customer service playbook and processes to anticipate customer needs and questions; Answering questions and recommending corrective services to address customer complaints; Providing communication and follow up to ensure the sales team is fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions; Studying and standardizing procedures to improve departmental efficiency; Planning, implementing, and monitoring employee recognition programs for department; Participating in the preparation and maintenance of the call center budget to ensure effective and efficient operations; Ensuring the confidentiality of all customer information; Following and enforcing the Company's policies and procedures, including the EEO guidelines, at all times Performing any miscellaneous department duties as needed. JOB REQUIREMENTS Education and Experience Bachelor Degree in a business related field - required Minimum of 5 years of progressive management or supervisory experience - required Minimum of 5 years of customer service experience - required Minimum of 3 years of call center supervisory experience - required Minimum of 3 years of performance training/coaching experience - required Working knowledge of residential cable, internet, and phone - preferred Core Competencies Agile - Embraces change; adaptable and flexible; sense of urgency; Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo; Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality; Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict; Accountable - See it, Own it, Solve it, Do it; Hold each other accountable. Job Specific Competencies Delivers Results - Strategic Planning & Execution; Makes decisions in the best interest of the Company; Knows and responds to business climate; Manages ambiguity Develops Employees - Coaches; Empowers; Engages; Mentors; Teaches Displays Leadership:
Is a role model; Communicates vision; demonstrates emotional maturity; manages risks; is resilient; demonstrates business acumen. Other Skills/Requirements Strong business acumen and broad-based operational perspective as demonstrated through varied operating work experiences in Operations, Sales, Procurement, Finance, etc. Strong problem solving, attention to detail, and analytical ability. Knowledge and experience with Microsoft Office programs; Ability to maintain confidentiality of sensitive information; Background record that meets Company standards; Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so. PHYSICAL DEMANDS May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 25 lbs. may be occasionally needed. WORKING CONDITIONS The Manager, Call Center Sales is a salaried exempt position. The Customer Operations division is in operation seven days a week, 24 hours a day. The regular working hours may vary to accommodate the needs of the department. The Manager, Call Center Sales is required to drive on the job as needed and is subject to regular MVR checks. She/he must maintain a valid driver's license, reliable means of transportation, and maintain a driving record that meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to their Manager. The Company is a drug-free workplace. All employees are required to adhere to the Company's drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment. The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
Salary Range:
$100K -- $150K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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