Remote Call Handling & Customer Service Manager

Motorola Solutions; San Diego (CA); 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

Paid holidays

Generous PTO

Employee stock purchase plan

Parental & Family Leave

Job summary

Motorola Solutions is seeking an experienced Call Handling Customer Service Manager to lead Lifecycle Service for assigned contracts. You will ensure high-quality software enterprise support, manage relationships with customer advocates, and drive service delivery in line with SLAs.

Role requires coordinating with Support, Operations, and Customer teams, maintaining service scope, and delivering timely issue reporting.

Qualifications

• 3+ years customer service/support experience.
• Understanding of Moto SOLUTIONS products with focus on VESTA 9-1-1.
• Familiarity with ServiceNow ticketing tools and Excel.
• Strong communication skills, both oral and written.

Responsibilities

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

Skills

Customer service

VESTA 9-1-1

ServiceNow

Excel

Communication

Time management

Education

High school diploma or higher

Tools

Windows

Job description

Motorola Solutions is seeking an experienced Call Handling Customer Service Manager to lead Lifecycle Service for assigned contracts. You will ensure high-quality software enterprise support, manage relationships with customer advocates, and drive service delivery in line with SLAs.

Role requires coordinating with Support, Operations, and Customer teams, maintaining service scope, and delivering timely issue reporting.