Customer Service Manager - NANA Net - Kotzebue, AK

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.

Responsibilities

• 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.

Qualifications

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.

Working Conditions and Physical Requirements

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 equipment (up to ~25 lbs).

Noise level: The noise level in the work environment is usually moderate.

Manager Scope

Directly supervises Customer Service Representatives (team size may vary).

Responsible for hiring, onboarding, scheduling, performance management, and professional development. Coordinates staffing plans, budget considerations, and policy updates.