Customer Service Manager at IdeaTek Wichita, KS

Comunidade Metodista; Wichita (KS); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Quarterly bonus

Medical, dental, vision

401k match

Tuition reimbursement

Community involvement

Job summary

IdeaTek is seeking a seasoned Customer Service Manager to lead our customer service team in the Wichita area. You will drive service quality, handle escalations, and develop strategies to boost satisfaction and retention while aligning with company goals.

The role requires strong leadership, a customer-centric mindset, and the ability to coach and mentor staff, manage budgets, and collaborate with sales, marketing, and product teams to enhance the overall customer experience.

Qualifications

• 5+ years of experience in a leadership role, including team building and coaching.
• Ability to work flexible hours including evenings for after-hours support.

Responsibilities

• Lead, mentor, and motivate a team of customer service representatives to meet performance goals.
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Skills

Leadership

Customer service

CRM proficiency

Budgeting

Team coaching

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

CRM system

Support software

Job description

Description

About Us:

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We're a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.

Location:

This role offers flexibility to work from our Buhler, KS office, remotely, or as a hybrid, with regular travel within the Wichita market and potentially other areas as needed.

Opportunity

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service team. The ideal candidate will be a passionate advocate for our customers, a strong leader, and a strategic problem-solver. This role is crucial for ensuring our customers have a positive and seamless experience with our brand. The Customer Service Manager will be responsible for overseeing all aspects of our customer service operations, from managing daily inquiries to developing long-term strategies for customer satisfaction and retention.

Key Responsibilities

Team Leadership and Management:

• Lead, mentor, and motivate a team of customer service representatives to meet and exceed performance goals.
• Conduct regular one-on-one meetings, performance reviews, and training sessions to foster a culture of continuous improvement.
• Schedule and manage team shifts to ensure adequate coverage and timely resolution of customer issues.

Customer Experience Management

• Develop and implement customer service policies, standards, and procedures to ensure a consistently high level of service.
• Handle complex and escalated customer inquiries, complaints, and issues with professionalism and a solutions-oriented approach.
• Monitor customer feedback and satisfaction metrics (e.g., CSAT, NPS) and use data to identify areas for improvement.

Operational Excellence

• Optimize and refine customer service processes, tools, and technology to improve efficiency and effectiveness.
• Manage and maintain the customer relationship management (CRM) system and other support software.
• Develop and manage the departmental budget, ensuring resources are allocated effectively.

Collaboration And Reporting

• Collaborate with other departments, including sales, marketing, and product development, to address customer needs and improve overall customer experience.
• Prepare and present regular reports on team performance, customer trends, and key metrics to senior management.
• Contribute to the strategic planning and goal-setting for the customer service department.

Desired Attributes

• Excellent leadership, coaching, and mentoring skills, with a true passion for developing talent.
• Exceptional interpersonal communication, presentation, and negotiation skills, with a talent for connecting with diverse individuals.
• Highly organized and results-oriented with a strong focus on achieving and exceeding goals.
• Ability to thrive in a fast-paced, entrepreneurial environment and adapt to changing community dynamics.
• Creative problem-solver with a proactive and solutions-oriented mindset.

Requirements

Experience/Knowledge Required:

• 5+ years of experience in a leadership role, including team building and coaching.
• Ability to work flexible hours to meet customer and team needs, including evenings for after hours support

Preferences

• 8+ years of experience in a leadership role, including team building and coaching.
• Strong understanding of the telecommunications industry, particularly broadband services.
• Bachelor's degree in Business Administration, Marketing, or a related field (or equivalent experience).

IdeaTek Offers a Culture Where Employee Strengths Are Highlighted And Recognized. A Few Of The Key Ways We Strive To Make Employees Feel Valued Include

• Competitive base pay with discretionary quarterly bonus incentives. Quarterly bonuses are based on company-wide performance in combination with individual performance.
• Competitive benefits packages including medical, dental, life, and vision, along with 401k match
• Employee coaching and counseling services at no cost to employee, spouse, and children
• Tuition reimbursement for continuing education related to your individual growth goals
• Community engagement and volunteer opportunities

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary And Benefits Commensurate With Experience.

Equal Opportunity Employer.

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