Manager, Cell Phone Office

byu; Provo (UT); On-site; USD 66,000 - 85,000; Full time

Benefits offered by this job

401k plan

Paid holidays

Tuition benefits

Free on-campus parking

Wellness program

Job summary

Brigham Young University (BYU) seeks a Cell Phone Office Manager to oversee the BYU Cell Phone Office, lead a high-volume customer service operation, supervise student staff, and manage billing and vendor relationships. You will ensure excellent service for faculty, staff, alumni, and program participants.

The role emphasizes leadership, billing oversight, and strategic growth within BYU's corporate cell phone program.

Qualifications

• Two years of leadership experience in retail, technology, customer service, or related field.
• Strong leadership and supervisory skills.
• Excellent customer service and interpersonal abilities.

Responsibilities

• Lead daily operations of the Cell Phone Office and supervise student employees.
• Recruit, hire, train, schedule, and mentor student staff.
• Provide ongoing training and support a customer-focused office environment.
• Manage monthly billing processes and resolve billing issues.
• Educate customers on billing procedures and ensure compliance.
• Support payment collection efforts and account requirements.
• Maintain relationships with carrier reps to resolve issues and improve service.
• Oversee carrier websites and internal CRM systems.
• Deliver exceptional customer service via walk-in, phone, and email.

Skills

Leadership experience

Customer service

Interpersonal skills

Teamwork

Ability to thrive in a fast-paced env

Education

Bachelor's degree

Job description

Why Work at BYU

As the flagship higher education institution of The Church of Jesus Christ of Latter-day Saints, Brigham Young University (BYU) strives to be among the exceptional universities in the world. At BYU, we are devoted to our faith and to our students. We take an active role in the University's Mission: "To assist individuals in their quest for perfection and eternal life."\

Our unique mission, deeply rooted in the Gospel of Jesus Christ, provides countless ways to serve and make an impact. This, along with our remarkable culture of belonging, weekly devotionals, and endless opportunities for learning and growth-all situated within a beautiful and historic campus-make it an inspiring place to work.

Brigham Young University strongly prefers to hire faithful members of The Church of Jesus Christ of Latter-day Saints.

Members of The Church of Jesus Christ of Latter-day Saints must hold and be worthy to hold a current temple recommend.

Cell Phone Office Manager

The Cell Phone Office Manager oversees the daily operations of the BYU Cell Phone Office and supports the strategic growth of the university's corporate cell phone program. This position leads a high-volume customer service operation, supervises student employees, manages billing and vendor relationships, and ensures exceptional customer experience for faculty, staff, alumni, and other program participants.

What you’ll do in this position

• Lead the daily operations of the Cell Phone Office and supervise a team of student employees
• Recruit, hire, train, schedule, and mentor student staff
• Facilitate ongoing training and support a collaborative, customer-focused office environment
• Manage monthly billing processes, resolve billing issues, and educate customers on billing procedures
• Support payment collection efforts and ensure compliance with account requirements
• Build and maintain relationships with wireless carrier representatives to resolve account issues and improve service
• Manage and maintain carrier websites and internal customer management systems
• Provide exceptional customer service through walk-in, phone, and email support
• Assist in advancing the growth and success of BYU’s corporate cell phone program

What qualifies you for this role

Required

• A firm commitment to the mission of BYU.
• Two years of leadership experience in retail, technology, customer service, or a related field
• 3+ years' experience in telecommunications field.
• Strong leadership and supervisory skills
• Excellent customer service and interpersonal skills
• Ability to thrive in a fast-paced, high-volume environment
• Strong teamwork and collaboration skills

Preferred

• Bachelor's degree
• Excellent verbal and written communication skills
• Experience presenting information and training others
• Strong organizational, time management, and delegation skills
• Proficiency with Microsoft Office Suite
• Ability to work independently while collaborating effectively with others
• Ability to maintain professionalism during challenging customer interactions

What we offer in return

• 401k. BYU automatically contributes 8% at no cost to you. Additionally, if you contribute 5%, BYU adds an additional 4% (Rehires may qualify for different retirement plans)
• Excellent work-life balance: 13 paid holidays + 22 days paid vacation + 12 sick days, accrued annually
• Employee assistance program, available to the employee and all members of their household
• Tuition benefits for employees and eligible family members
• Access to athletic facilities
• Excellent medical/dental benefits
• Short/long-term disability benefits
• Paid parental and maternity leave
• Wellness Program
• Free on-campus parking
• Free UTA passes for employees, spouses, and qualified dependents
• Discounts at the BYU Store and for many events at BYU

Pay Grade: 52

Typical Starting Pay: $65,500 - $84,500

The actual compensation offered will take into consideration internal equity and may vary based on the candidate's job-related experience, knowledge, skills, and other relevant factors. Candidates with very significant work-related experience may receive an offer higher than the posted typical range.

Required Documents

All Staff positions require a resume.

Refer to the Job Posting for any additional required documents.

Brigham Young University is an equal opportunity employer, including disability and protected veteran status.

Brigham Young University (BYU) is widely recognized not just for its world-class education, but for its deep commitment to inspired religious values. Gathered together in a Christ-centered atmosphere, BYU employees are a vital part of a community of belonging, where we value the experiences, perspectives, and talents of each individual. If you share in our devotion to faith and to excellence, we have a place for you here at BYU!