Eastern Oregon Telecom Seeks Customer Service Manager

CUSTOMER SERVICE MANAGER

Eastern Oregon Telecom, headquartered in Hermiston, Oregon, has an immediate opening for a Customer Service Manager.

This position is responsible for managing the entire customer experience at EOT. A successful candidate must possess excellent communication and customer-relation skills, and have experience using various software applications. Essential duties include directing the daily activities of the Customer Service Department; promoting and overseeing sales of Customer Premise Equipment (CPE) and other equipment and advising plant and engineering department on service area needs; and managing EOT’s social media presence.

EOT is not content with measuring our performance against the competition and winning. We measure our performance against what we are capable of.  We believe that we can then provide service and a customer experience that is exceptional by anyone’s measure.  This will require a strong, visionary, and creative leader of the Customer Service Department.   Are you that person?  If so, we would love to talk to you about this career opportunity.

This position requires Bachelor’s degree in management or equivalent experience plus three to five years of telecommunications customer service, marketing, or sales experience, including two years in a supervisory capacity.

EOT offers competitive compensation and benefits program. Salary is commensurate with qualifications.

Applications may be obtained by email at hr@umatillaelectric.com, or by calling (541) 289-0380.  Position is open until filled. EOE M/F/Disability/Veteran.

JOB DESCRIPTION

Customer Service Manager

Department: Customer Operations

Reports To:  Chief Financial Officer

FLSA Status:  Exempt

General Summary

Manages the entire customer experience at EOT that is measured by our capabilities rather than how we measure up against the competition.  Directs the activities of the Customer Service Department. Promotes and over sees sales of CPE and other equipment.  Ensures that sales staff are informed of proper service and equipment charges.  Forecasts system and subscriber growth.  Advises plant and engineering department on service area needs. Maintains relationship with telephone directory publisher. May establish and administer credit policies for new subscribers. May ensure the accuracy of billing data and the security of customer accounts. May establish collection procedures and direct collection activities.

Essential Job Functions

¨       Directs activities of customer service department by assigning work, checking quality of work, answering questions, handling personnel issues and monitoring work flow to ensure timely completion of activities.

¨       Promotes sales of CPE and other equipment and services. Ensures sales force is kept up-to-date on proper service and equipment charges. May recommend product pricing as appropriate.

¨       Establishes and implements customer service and public relations policies to ensure quality customer service and subscriber satisfaction.

¨       Establishes and implements EOT’s public relations policy. Manages the company website and social media presence.

¨       Analyzes new service and existing service order requests and forecasts system and subscriber growth. Advises plant and engineering departments of service area needs.

¨       Oversees compilation and publishing of telephone directory. Establishes and maintains positive relationship with directory publisher to ensure directory needs are met.

¨       Resolves difficult customer issues and problems.

¨       May direct credit and collection functions by administering credit policies for new subscribers, and establishing and implementing collection procedures.

¨       Manages automated call distribution and manages relationship with after-hours support team.

¨       Performs all other related duties as assigned by management.*

Knowledge, Skills and Abilities

¨       Knowledge of telecommunications technology, products and services.

¨       Knowledge of company policies and procedures.

¨       Knowledge of management principles and practices.

¨       Knowledge of company products and services.

¨       Knowledge of and skill in managing an excellent social media presence and customer experience.

¨       Skill in operating various office equipment such as personal computer, various software programs, Automated Call Distribution System (ACD), and telephone systems.

¨       Skill in identifying and resolving subscriber problems.

¨       Skill in oral and written communication.

¨       Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.

¨       Ability to organize and prioritize multiple work assignments.

¨       Ability to pay close attention to detail.

¨       Ability to make sound decisions using information at hand.

¨       Ability to drive excellence in customer care.

¨       Ability to create a team environment and sustain employee morale.

Education and Experience

Bachelor’s degree in management or equivalent experience plus three to five years of telecommunications customer service, marketing, or sales experience, including two years in a supervisory capacity.

Physical Requirements

Working Conditions

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

Good working conditions with the absence of disagreeable conditions.