Customer Service Manager - NANA Net - Kotzebue, AK Kotzebue, AK Posted

Job Description

The Customer Service Manager leads and develops a front-line team of Customer Service Representative I and II (CSR I and CSR II) employees who serve customers across NANA Net’s rural service area. This role sets daily priorities, coaches for high-quality interactions, and ensures consistent execution of front-counter operations, payment posting, order entry/dispatch, Tier 1 technical support, and consultative sales. The Manager owns key performance indicators (e.g., CSAT, service levels, quality scores, first contact resolution, A/R aging and payment-plan adherence) and partners with Field Operations, Network Operations, and Finance to deliver reliable, timely, and empathetic service to our communities.

• Lead, coach, and develop a team of CSR I and CSR II employees; provide regular 1:1s, side-by-side coaching, and documented performance feedback.

• Oversee day-to-day Customer Service operations, call handling, chat/email queues, and schedule adherence; adjust staffing in real time to meet service levels.

• Serve as point of escalation for complex or sensitive customer issues, including technical troubleshooting escalations, billing disputes, and service-impact outages.

• Ensure accurate payment posting, and reconciliation, partner with Finance on audits and exceptions.

• Guide complex billing and friendly collections processes (payment arrangements, reminder notices, disconnect/reconnect workflows) per policy and regulatory requirements.

• Own order quality: verify pricing, taxes/fees, promotions, and documentation before activation; monitor pending reports and drive clean order closure.

• Coordinate with Field Operations to optimize technician schedules, reduce truck rolls, and improve on-time arrival across rural service locations.

• Direct Tier 1 technical support quality (Broadband Services); ensure agents use structured troubleshooting and knowledge articles; identify trends for fixes or training.

• Maintain accurate customer records (addresses, contact preferences) and require thorough notes in CRM/billing and ticketing systems.

• Publish weekly KPI dashboards and reports.

• Own training, onboarding, and cross-training; update Standard Operating Procedures and knowledge base articles; run calibration sessions for QA and policy alignment.

• Partner on outage communications: coordinate with Network/Operations, trigger customer messaging, and ensure timely updates until resolution.

• Champion continuous improvement: collect agent/customer feedback, streamline workflows, and Call Center changes with measurable outcomes.

• Uphold compliance with privacy, security, EEO, and company policies; ensure professional, culturally respectful service consistent with NANA NET’s community focus.

• Must be able and willing to work outside standard business hours if necessary.

• Must be able to perform other duties as assigned.

• High School Diploma or GED equivalent.

• 5+ years of customer service experience, including 1–3 years in a lead or Manager capacity; telecommunications or utilities experience preferred.

• Proven skill in coaching frontline teams, conducting QA reviews, and improving KPIs (service levels, accuracy, collection outcomes).

• Working knowledge of customer billing/CRM systems, call center/ACD platforms, ticketing tools, and Microsoft Office (Excel for reporting).

• Technical aptitude to guide Tier 1 troubleshooting for internet, Wi-Fi; ability to translate technical concepts for non-technical customers.

• Strong analytical, organizational, and documentation skills; high attention to detail and confidentiality for customer data and payments.

• Excellent written and verbal communication; adept at de-escalation and culturally sensitive service in a rural, community-oriented setting.

• Valid driver's license and acceptable driving record for the past three (3) years to be eligible under company vehicle insurance policy.

In-person role at NANA NET’s Kotzebue Office; standard hours Mon–Fri 8:00–5:00.

Occasional evenings/weekends during peak periods, community events, or major outages.

Office environment with customer interaction; occasional lifting of customer premise…