Manager, Customer Care

Overview

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.

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

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.

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 time frames 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.

• Adhere to, promote, and accept responsibility for compliance to Federal and Local…