Customer Service Manager: Rural Ops Leader & Coach

NANA Regional Corporation; Alaska; On-site; USD 70,000 - 95,000; Full time

Job summary

NANA Regional Corporation seeks a Customer Service Manager to lead a front-line CSR team serving Kotzebue and surrounding rural areas. You will set priorities, coach staff, supervise operations, and ensure accurate billing, timely payments, and strong customer interactions.

You will own KPIs, oversee escalation handling, and collaborate with Finance, Field Ops, Network Ops, and others to maintain service levels and customer satisfaction.

Qualifications

• 5+ years of customer service experience, including 1–3 years in a lead or Manager capacity; telecommunications or utilities experience preferred.
• Proven skill in coaching frontline teams, conducting QA reviews, and improving KPIs (service levels, accuracy, collection outcomes).
• Working knowledge of customer billing/CRM systems, call center/ACD platforms, ticketing tools, and Microsoft Office (Excel for reporting).
• Strong analytical, organizational, and documentation skills; high attention to detail and confidentiality for customer data and payments.
• Excellent written and verbal communication; de-escalation and culturally sensitive service in a rural, community-oriented setting.

Responsibilities

• Lead, coach, and develop a team of CSR I and CSR II employees; provide regular 1:1s, side-by-side coaching, and documented performance feedback.
• Oversee day-to-day Customer Service operations, call handling, chat/email queues, and schedule adherence; adjust staffing in real time to meet service levels.
• Serve as point of escalation for complex or sensitive customer issues, including technical troubleshooting escalations, billing disputes, and service-impact outages.
• Ensure accurate payment posting, and reconciliation, partner with Finance on audits and exceptions.
• Guide complex billing and friendly collections processes (payment arrangements, reminder notices, disconnect/reconnect workflows) per policy and regulatory requirements.
• Own order quality: verify pricing, taxes/fees, promotions, and documentation before activation; monitor pending reports and drive clean order closure.
• Coordinate with Field Operations to optimize technician schedules, reduce truck rolls, and improve on-time arrival across rural service locations.
• Direct Tier 1 technical support quality (Broadband Services); ensure agents use structured troubleshooting and knowledge articles; identify trends for fixes or training.
• Maintain accurate customer records (addresses, contact preferences) and require thorough notes in CRM/billing and ticketing systems.
• Publish weekly KPI dashboards and reports.
• Own training, onboarding, and cross-training; update Standard Operating Procedures and knowledge base articles; run calibration sessions for QA and policy alignment.
• Partner on outage communications: coordinate with Network/Operations, trigger customer messaging, and ensure timely updates until resolution.
• Champion continuous improvement: collect agent/customer feedback, streamline workflows, and Call Center changes with measurable outcomes.
• Uphold compliance with privacy, security, EEO, and company policies; ensure professional, culturally respectful service consistent with NANA NET’s community focus.
• Must be able and willing to work outside standard business hours if necessary.
• Must be able to perform other duties as assigned.

Skills

Coaching frontline teams

KPI management

Customer service leadership

Analytical skills

Communication

Training and development

Education

High School Diploma or GED

Tools

CRM systems

Call center/ACD platforms

Ticketing tools

Excel for reporting

Job description

NANA Regional Corporation seeks a Customer Service Manager to lead a front-line CSR team serving Kotzebue and surrounding rural areas. You will set priorities, coach staff, supervise operations, and ensure accurate billing, timely payments, and strong customer interactions.

You will own KPIs, oversee escalation handling, and collaborate with Finance, Field Ops, Network Ops, and others to maintain service levels and customer satisfaction.