Remote Call Handling Customer Service Manager

Motorola Solutions; Cheyenne (WY); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical/Dental/Vision benefits

401K with company match

10 paid holidays

Generous PTO

Job summary

Motorola Solutions is seeking a Call Handling Customer Service Manager to oversee the Lifecycle Service for assigned contracts, ensuring customer satisfaction and SLA compliance. You will build strong relationships with customer advocates and coordinate cross-functional teams to deliver effective software enterprise support.

The role requires 3+ years in customer service, familiarity with VESTA 9-1-1, and the ability to manage complex service deliveries in a high-security environment, including

Qualifications

• High School diploma, Associate's, or Bachelor's Degree or equivalent.
• 5+ years of experience in a Technical Customer Support or Public Safety environment.
• Must be able to obtain a background clearance as required by government customers.
• Legal authorization to work in the U.S. indefinitely.

Responsibilities

• Provide customers/advocates a single point of contact for Software Enterprise Support to ensure SLA compliance.
• Discuss concerns with customers and drive corrective actions to closure.
• Manage services scope per contract and clarify obligations.
• Ensure timely reporting on reported software issues.
• Lead change management and oversee implementation into service delivery.

Skills

Customer service

VESTA 9-1-1

ServiceNow

Excel

Communication skills

Change coordination

Issue resolution

Ownership

Team coordination

High-stress handling

Education

High School, Associate's or Bachelor's Degree

5+ years in Technical Customer Support or Public Safety

Tools

ServiceNow

Windows OS

Microsoft Office

Job description

Motorola Solutions is seeking a Call Handling Customer Service Manager to oversee the Lifecycle Service for assigned contracts, ensuring customer satisfaction and SLA compliance. You will build strong relationships with customer advocates and coordinate cross-functional teams to deliver effective software enterprise support.

The role requires 3+ years in customer service, familiarity with VESTA 9-1-1, and the ability to manage complex service deliveries in a high-security environment, including