Supervisor - Field Office

Armstrong Telephone Co. - ND; Harrisville (WV); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision

401k and more

Paid time off & holidays

Free company services (Internet, video

Discounted affiliate services

Job summary

Armstrong Telephone Co. - ND is seeking a self-driven supervisor for the local office Customer Service team. You will oversee CS reps, coordinate with marketing, operations, billing, sales, dispatch, and ensure performance targets are met.

The role requires coaching, conflict resolution, and strong organizational skills. You will also manage HR-related duties in Workday, handle scheduling and reporting, and contribute to a positive, service-focused culture while supporting advancement

Qualifications

• 3-5 years’ experience in customer service with previous supervisory/managerial role.
• Excellent interpersonal and organizational skills; ability to handle multiple priorities.
• Strong leadership with coaching and counseling capabilities.

Responsibilities

• Supervise local office Customer Service Representatives.
• Ensure competence and continuity of CS staff through training and development.
• Foster relationships between CS and other departments (marketing, operations, billing, sales, dispatch).
• Guide CS reps in resolving complex subscriber questions and escalations.
• Perform admin tasks: reporting, scheduling, invoice coding, HR duties, time entry in Workday.
• Maintain positive morale and teamwork across teams.
• Support Community Marketing Manager with events and meetings.

Skills

Customer service

Staff supervision

Coaching

Interpersonal skills

Microsoft Office

Team leadership

Education

Associates or equivalent

Tools

Workday

Job description

The successful candidate must be self-driven with the ability to work both independently and as part of a team and will be responsible for departmental performance, proper staffing, training, cash handling, and other general office functions with a focus on quality customer service in a fast paced and ever-changing technology driven environment. The position reports directly to the General Manager.What Is In It For you:Competitive salary and incentive planOpportunity for advancementAttractive benefits package including medical, dental, vision, 401k and more, effective immediately upon hireFree Company services such as Internet, video, and telephone. What’s even better is you can enjoy discounted services from our affiliate companies!Paid time off & holidaysWhat You’ll Be Doing:Supervise local office Customer Service RepresentativesEnsure competence and continuity of qualified customer service representatives through optimum selection, training, development, appraisal and motivation techniquesFacilitate relationships between local office Customer Service and other departments, including marketing, operations, billing, sales, field personnel, and dispatch.Ensure achievement of system, team, and individual performance criteria and goalsProvide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and escalationsAssure a quality presentation of company products and servicesReview, verify, and request refund and/or adjustment requestsEnsure achievement of all system, team, and individual customer service goals and standardsPerform administrative functions including reporting, scheduling, invoice coding, HR duties, and entry/time approval in WorkdayFoster an environment of teamwork and promote positive moralAssist Community Marketing Manager with community events and meetingsCreate and maintain personnel files as requiredOther related duties as assignedWhat You’ll Need:3-5 years’ experience in customer service with previous experience as a supervisor or managerAssociates or equivalent experienceExcellent interpersonal and organizational skills with the ability to handle multiple conflicting prioritiesStrong leadership ability as evidenced in a previous supervisory role equivalent extracurricular experienceDemonstrated ability to solve complex problems and make sound judgments and ethical decisionsProven ability to motivate and develop through coaching and counselingExcellent written, oral, and interpersonal communication skillsFamiliar with Microsoft Word, Excel, and PowerPointAvailability to work a flexible scheduleRegular, punctual, and consistent attendanceWho We AreThe Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.Armstrong is an Equal Opportunity Employer.