Job description
The position will play a vital role within the Customer Operations department as the company continues to grow and scale up. Reporting to the SVP of Customer Operations, this individual will leverage his/her skills and abilities to lead a team of individuals providing exceptional technical support to Dobson Fiber customers. He/she will be an individual contributor responsible for working through continuous process improvements to directly impact the “stand-out” customer experience we pride ourselves on. This position will have the authority to create and manage policies and procedures to ensure technical support issues are handled professionally and on time. The position is responsible for managing the performance of the team, while conforming to the financial budget goals established.
Essential Job Functions:
- Developing and achieving technical support objectives and goals to support the organizational vision.
- Assisting in developing annual business plans to incorporate best practices to achieve company objectives.
- Managing and leading the technical support group, which will entail managers/supervisors and front line representatives.
- Executing on additional projects and initiatives as they are introduced by the company.
- Establishing and managing communication channels within and among departments, being the liaison to provide customer feedback to the Senior Management Team.
- Define and implement appropriate key performance indicators to ensure the highest level of customer experience within the technical support group.
Competencies:
To perform the job successfully, an individual should demonstrate the following:
- Hight Customer Service Drive
- Continuous Learning
- Leadership / Management
- Business Acumen
- Organizational Support
- Problem Solving
- Organization
- Customer Service
- Creative Thinking
- Microsoft Suite
- Communications
- Interpersonal skills/Emotional Intelligence
Qualifications:
- Bachelor Degree or College Diploma in a relevant field preferred
- Extensive experience in a leadership or management role, minimum of 5 years
- Experience working directly with customers in a technical support role
- Able to read and comprehend regulations and instructions in English
- Good oral communication skills
- Advanced computer skills, able to manage and maintain systems and data
- Available to be on-call or work non-traditional hours if needed
Work Conditions:
- Typical office environment
- Sitting up to 8+ hours per day
- Computer work for up to 8+ hours per day
- Infrequently perform physical labor, lifting up to 25 lbs.
- Infrequently standing, kneeling, pulling, lifting throughout workday
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Oklahoma City, OK 73134: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 1 year (Preferred)
Work Location: One location
jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.