Customer Services Manager

RF Connect is a team of industry leaders transforming connectivity. We invest in our team, have fun, and give back to our community. We lead the way in the design, deployment, and support of high performance wireless networks and solutions. Our philosophy is simple - hire the best people, do the best work, and set the standard for the industry. Due to our growth and national expansion, we are currently seeking highly motivated, experienced, customer-oriented team members who are looking for an organization where they can make a major contribution and be an integral part of continued growth.

As our Customer Services Manager, you will support the post-sale project deployment of DAS and Public Safety Maintenance contracts. In this role you will be responsible for overseeing the daily operations of a customer service team to ensure high-quality customer experience and operational efficiency. You will combine strategic planning, team leadership, and direct customer interaction. You will oversee daily functions which include responding to DAS and Public Safety alarms, resolving customer issues and inquiries, working with the RF Connect Network Operations Center (NOC), dispatching level 2 resources, timely customer communications and reporting, and preparing reports on support metrics fostering strong customer relationships.

This role can be virtual (within the USA) and will report to the VP of Operations. You should be able to work productively in a remote and independent setting and be within commuting distance of a major airport for travel needs.

What You'll Do (responsibilities)

• Perform and fulfill the operation of project Warranty, Monitoring and Maintenance contracts for all RF Connect customers.
• Build and maintain strong customer relationships, address inquiries, and resolve escalated complaints.
• Work with Tier 1 NOC Engineers to provide Tier 2 and Tier 3 support for all customers.
• Responsible for all maintenance communication (including monthly customer reports) for our Customers and RFC management.
• Train and mentor customer service personnel to ensure they provide excellent customer support. 
• Assist and help define best practices to ensure that RF Connect meets maintenance SLA(s) for all RFC customers. RFC customers are 24/7/365.
• Help develop and implement customer service policies and procedures, managing the workflow, and ensuring service standards are met. 
• Track key performance indicators (KPIs) such as response times and customer satisfaction to identify areas for improvement. 
• Assist set up remote monitoring through public IP or wireless access for customer Managed Services.
• Remain current on relevant technical information by attending meetings, conferences, task forces, and events.
• Ensure and audit quality workmanship on the team to identify inefficiencies and implement solutions to enhance productivity and service quality.
• Balance competing requirements between projects, PMs, Sales, Maintenance SLAs, and find solutions to provide services while balancing business needs.
• Create and provide any after-action reporting due to our partners and customers with respect to major alarms and outages.
• Work collaboratively with internal and external teams to improve overall customer experience and gather feedback.
• Audit customer service operations to identify inefficiencies and implement solutions to enhance productivity and service quality.

Experience You Have

• At least 5 years of experience in 24/7/365 SLA telecommunications role and systems environment (RF, DAS, or Wireless)
• Experience in one of the following IT Networking, Facility, Wireless, network troubleshooting, operational monitoring tools; Project Management & Finance experience helpful
• Comprehensive understanding and application of relevant industry best practices, trends, and regulatory requirements
• A deep commitment to customer satisfaction and a proactive approach to meeting customer needs
• Understanding of network protocols and services such as TCP/UDP, routing protocols and QoS, desired, but not required
• Ability to prioritize and execute tasks in a high-pressure environment, able to balance multiple issues and tasks, and complete them successfully and within timelines
• Creative thinker and problem solver, willing to keep options open for as long as productive analysis is occurring, within timelines appropriate for the needs of the business
• Excellent interpersonal skills to communicate effectively with both customers and team members (verbal and written)
• Demonstrated organization skills, time management, attention to detail, team-oriented communication skills, and ability to meet deadlines

Educational/Vocational Training You Have

• Bachelor’s degree in Business Administration, RF, Communications, Information Technology, Computer Science (or related field), and/or equivalent experience/certifications
• Any relevant certifications (CCSM) or professional memberships (NACSMA/CSM/NCSA) are a plus

Environmental/Physical Demands

• Must be capable of lifting within regulatory limits
• This position sometimes operates in commercial construction sites, hospitals, and occupied commercial & government buildings. Some activities require the use of a ladder or lift and standing or walking for extended periods of time. When in the office uses standard office equipment such as computers, phones, photocopiers, etc.

Job Type: Full-time
Job Location: USA (nationwide, telecommute - ideally Central/Eastern USA); only US-based candidates with US work authorization considered, no outside recruiters 
Education Level: 4-year college Degree (or equivalent)
Travel: Occasional national travel as needed to support the business/department (up to 50%)

Compensation Package

• Competitive, commensurate with experience
• Health benefits
• HSA w/ company matching
• 401k w/ company matching
• PTO w/ rollover

All of your information will be kept confidential according to EEO guidelines.