What are the responsibilities and job description for the Customer Support Manager position at Alyrica Networks?
Customer Support Manager
THIS IS AN ONSITE ROLE, LOCATED IN PHILOMATH, OR.
Who are we? Alyrica Networks is an Internet Service Provider in the Mid-Willamette valley that services its customers through both wireless and fiber solutions. At Alyrica we strive to be the best customer experience in telecommunication. We believe in building a great company for our employees to work at so they can focus on serving the customer. As Alyrica continues to grow we are looking for great people to join our team. We are seeking a candidate who is willing to help people first and go the extra mile for our customers. We also are looking for someone who is willing to take ownership and has the courage to do the right thing.
Role Specifics:
Please read carefully before responding. Requirements detailed below.
The Customer Support Manager, or CSM, is the front-line of Alyrica to our customers, providing service information and resolve any emerging problems that our customers may be experiencing accurately and efficiently. The CSM will work with the CSR team to provide outstanding customer service to our customers by developing processes, setting customer satisfaction goals, and helping the team support our existing customers and communicating effectively with new prospects and customers.
Core Role Responsibilities
- Supervise day-to-day operations in the customer support department.
- Respond to customer support issues in a timely manner.
- Create effective customer support procedures, policies, and standards.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Maintain accurate records and document all customer support activities and discussions.
- Hire and train new customer support agents.
- Manage the approved budget of the customer support department.
- Stay informed on the latest industry techniques and methods.
- Be available outside of normally scheduled hours to support the customer support team.
- Go the extra mile in helping our customers.
Requirements
- Proficiency in Microsoft Office and customer service software.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
- Excellent oral and written communication skills.
- Must be able to type 45 words per minute (WPM)
- Must be able to prioritize and manage time effectively
- High School Diploma or GED equivalent
Salary: $65,000 - $80,000 per year
- To Apply: Apply via really.com or send resume and/or cover letter to careers@alyrica.net to get started!
Job Type: Full-time
Pay: $65,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- What time of day is best for you to be interviewed for this role?
Experience:
- IT: 5 years (Required)
- Management: 3 years (Required)
- Customer Support Management: 5 years (Required)
Work Location: In person
Salary : $65,000 - $80,000