Rural Customer Service Leader | Team Coach & Ops

UNAVAILABLE; Kotzebue (AK); On-site; USD 70,000 - 90,000; Full time

Job summary

NANA NET is seeking a Customer Service Manager to lead a front-line CSR team across rural service areas. The role prioritizes coaching, performance management, and ensuring high-quality interactions while coordinating with Field Operations and Finance.

You will own KPI dashboards, training, and policy updates, and ensure compliant, empathetic service with potential after-hours work as needed.

Qualifications

• High School Diploma or GED required.
• 5+ years of customer service experience, including 1–3 years in a lead/manager role.
• Experience coaching frontline teams and improving KPIs (service levels, accuracy, collections).
• Familiarity with billing/CRM systems, call center platforms, ticketing tools, and MS Office.

Responsibilities

• Lead, coach, and develop CSR I/II team with regular feedback.
• Oversee day-to-day operations, call handling, chat/email queues, and staffing.

Skills

Leadership

Coaching frontline teams

QA reviews

KPI improvement

Analytical skills

Documentation

De-escalation

Written and verbal communication

Attention to detail

Education

High School Diploma or GED

Tools

CRM systems

ACD platforms

Ticketing tools

Microsoft Excel

Job description

NANA NET is seeking a Customer Service Manager to lead a front-line CSR team across rural service areas. The role prioritizes coaching, performance management, and ensuring high-quality interactions while coordinating with Field Operations and Finance.

You will own KPI dashboards, training, and policy updates, and ensure compliant, empathetic service with potential after-hours work as needed.