Manager, Customer Operations in Jacksonville, FL at Hargray

Date Posted: 7/27/2020

Job Snapshot

Job Description

Manager, Customer Operations: 

Are you passionate about making a difference in people’s lives?  Are you motivated to learn and connect people with cutting edge technology?  Do you go the extra mile to provide customer delight? Then you should join the Hargray Fiber team as a Manager, Customer Operations!

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 800 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

The Manager, Customer Operations Hargray Fiber, is responsible for managing and directing the work of the project team responsible for the administration and coordination of Commercial Customer orders from order submission through installation. These activities include the execution of service orders, service requests, contracts, porting, and project management. Additional responsibilities include the oversight of commercial collections activities, post-sale customer support, and pre-sale sales support with the goal of envisioning and delivering customer delight to our business customers and sales teams. This role requires a strong understanding of order management business processes with an emphasis on continuous process improvement in the areas of efficiency, productivity, revenue integrity, and enhanced customer experience.

We are open to hiring the right talent in either Tallahassee, FL or Jacksonville, FL

Duties and Responsibilities:

  • Identifies process improvement initiatives to support Commercial Business goals and revenue objectives. Makes recommendations and executes change to improve order management systems & processes to meet quality standards in service delivery and customer service.
  • Oversees a team responsible for the achievement of high levels of customer satisfaction and loyalty with prompt, competent, and courteous support including, but not limited to, handling all Hargray Fiber customer service calls, move/add/change requests, billing inquiries, disputes and credits, and centralized disconnects.
  • Partners with sales leadership to provide support through the generation of sales agreements, quotes, and related documents with a high degree of technical accuracy.
  • Partners with network operations, field operations, and other key stakeholders to maximize revenue, drive outstanding customer experience, and achieve service delivery efficiency.
  • Develops and executes strategies that contribute to standardizing best practices and optimizing workflow to enhance technical and operational performance.
  • Owns and leads the cross-functional team to improve and maintain the quality of LNP process. Serves as Subject Matter Expert (SME) on LNP process, rules and regulations, and resolving provisioning and porting issues.
  • Plans, evaluates, implements, and continuously improves all aspects of credit & collection functions and processes.
  • Manages billing and collections team and provide analysis and KPI reporting for billing and collections functional area.
  • Ensures Order Management and Sales Support organization is in alignment with company and region-specific policies and procedures, including compliance with all federal, state, and local commission and agency rules and regulations.
  • Collaborates with product managers to ensure the Order Management team has a thorough understanding of new products and provides product feedback.
  • Reports performance status, including product rollout, order processing, project management activity, process efficiency, and customer satisfaction.
  • Drives organizational goals and department objectives by hiring and retaining outstanding talent.
  • Develops self and others, models accountability, motivates and coaches teams toward operational excellence, sets overall performance goals and performance expectations, provides training and development opportunities, demonstrates effective employee communication, and conducts effective performance management plans.
  • Conducts formal performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year-end performance review. Assist colleagues with career development.
  • Stays informed of all new products and services and ensure that colleagues are well trained to handle questions about any of them.
  • Supports and promotes all company and departmental sales, service, and quality initiatives to increase revenue and deliver customer delight.


Job Requirements

Minimum Qualifications:

  • Minimum of 5 years’ experience in the telecommunications industry installing and/ or supporting voice, data, and video services.
  • Preferably a Bachelor’s degree or equivalent years of experience
  • Able to build and maintain effective working relationships to ensure business objectives and priorities are successfully supported, communicated, and executed within the Commercial Business organization.
  • Must be familiar with basic Telco terms and infrastructure.
  • Must understand broadband service offerings and effectively communicate that technology to customers.
  • Must be a self-starter able to work without close supervision and to think independently.
  • Proficient in Microsoft Office 365 and CRM platforms such as and Dynamics.
  • Excellent interpersonal communication skills including a proven ability to listen and understand customers, as well as the ability to work in a team environment.

EOE/ Disability


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