Customer Services Manager at RF Connect

Gillingham, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

06 Jan, 26

Salary

0.0

Posted On

08 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Project Management, Network Operations, Technical Support, Team Leadership, Problem Solving, Communication, Time Management, Attention to Detail, Customer Satisfaction, Operational Efficiency, Training, Mentoring, Monitoring, Reporting, Best Practices

Industry

Wireless Services

Description

Company Description 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. Job Description 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. Provide customer support to our Operator Services - including private wireless networks, carrier-approved DAS signal source, and enterprise-optimized cellular coverage 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. Qualifications 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. Additional Information 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.

Responsibilities

As the Customer Services Manager, you will oversee the daily operations of a customer service team, ensuring high-quality customer experience and operational efficiency. You will support post-sale project deployment and maintain strong customer relationships while resolving issues and inquiries.