Manager, Customer Care

KGPCo is the go-to partner to Communications Service Providers. Our customers rely on our extensive range of network solutions and services to help them build, maintain, and transform networks that connect the world.

The communications industry is evolving every day and we are at the frontline of these innovations. From ground to cloud, the work we do is transforming networks and impacting communities nationwide. It’s work that happens because of our motivated teams of doers and problem solvers.

Our Core Values define how we do business:
• The Customer is Everything.
• Relationships Matter. All of Them.
• Question Things. Take Action.
• Work Hard. Work Smart. Enjoy the Experience.
• Growth Mindset.

It’s not just a job – it’s a step in your career!

SUMMARY:

The Customer Care Manager provides the management, motivation, and development of the Inside Sales & Customer Care department to achieve all company financial objectives.  Manages and directs all daily activities of the Broadband Networks Inside Sales and Customer Care team.  Responsible for promoting account development and increasing sales within assigned accounts. Monitors performances and takes appropriate actions in building a winning team. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Direct Inside Sales and Customer Care to include all representation of customer support through management of customer support employees, consultation of customers’ requirements and problem resolution tracking utilizing technology tools.
• Implement processes for proactive resolution and initiates feedback activity.
• Direct, develop, motivate, and retain highly skilled and knowledgeable employee base.
• Promote customer satisfaction through the successful resolution of problem situations. Act as a point of contact for escalated issues and determine if problems need to be escalated to higher management levels.
• Manage and organize department workload to ensure effective resolution of problems and requests.
• Formulate procedures for front line support and associated responsibilities.
• Ensure problems are resolved or transferred to the appropriate subject matter expert and manage solutions to the problems.
• Achieve departmental sales profitability forecast objectives to realize financial objectives and assist in managing the expense budget.
• Manage Quotation process, providing direction on pricing when needed.
• Oversee new customer set up and approval.
• Provide leadership in developing and implementing department process improvements and act as an advocate for change. Recommend improvements in processes and workflow by using logical, analytical thinking and structured problem solving for on-going productivity improvements. 
• Develop and implement appropriate KPIs that help drive the desired outcomes to best support our customer’s expectations.
• Build intra-departmental relationships by influencing and providing leadership, direction, motivation, and on-the-job training to the Customer Care team to encourage customer focused, self-motivated team members.
• Provide feedback on call performance and provide alternatives to handling customer disputes and requests to develop employees to the point of independent action.
• Provide input and recommendations for performance evaluations, recommends supplemental training based on performance, provides insight and direction in developing training plans and career pathing.
• May manage the Inventory Reserve process on behalf of Broadband Networks market, including gathering appropriate information, updating all reserve documents, and providing summary information to the VP of Customer Care within the timeframes allotted.
• Manages customer scorecards for all Key Accounts, ensuring all scorecards are completed accurately and timely, according to the defined schedule.
• Manages the internal Departmental scorecards and provides accurate and timely updates monthly.
• Manages the training schedule for the Customer Care staff, coordinating with Support departments and Suppliers, and ensuring appropriate staffing levels while assigning training schedules.

Safety Duties & Responsibilities:

• Adhere to, promote, and accept responsibility for compliance to Federal and Local Occupational Safety and Health Regulations, Industry Consensus Standards, and KGP Injury and Illness Prevention Program Manual.
• Participate in job site safety/hazard analysis.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent required.
• At least five years of related office/customer service management experience.
• MS Office fluency.
• Word and Excel are specifically required (ability to perform VLOOKUPs & pivot tables a plus.)
• Strong analytical/problem-solving skills.
• Ability to prioritize, multi-task, and work in a fast-paced environment.

LANGUAGE SKILLS:

• Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the Company.

MATHEMATICAL SKILLS:

• Ability to add and subtract 10-digit numbers, to multiply and divide with tens and hundreds; ability to perform these operations using units of American money and weight measurement, volume and distance.

REASONING ABILITY:

• No major critical thinking required.  Work follows established job aids and business rules.  Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form; ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

 While performing the duties of this position, the employee is regularly required to talk and hear.  The employee frequently is required to sit, use hands to finger, handle or feel objects, tools or controls and reach with hands and arms. 

 Specific vision abilities required by this position include close vision, color vision, peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. 

BENEFITS:

• Medical, Dental, Vision and Supplemental insurance plans
• Flexible Spending Accounts
• 401(k) with Company match
• Generous vacation, holiday, and sick/safe time
• Pet insurance for our non-human family members 

KGPCo is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

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