Join Our Team

Customer Service Manager

 

About Brooke Telecom Co-operative

Brooke Telecom Co-operative Ltd. is a regional telecommunications company that has served rural Lambton for over 110 years.  Our mission is to deliver high quality communication services to our local communities with an exceptional customer experience with offices located in Inwood, Watford, and Petrolia.  We are a member owned co-operative company and serve our member’s fibre-based internet, phone, IPTV, and cellular needs.  Our company’s core values that we strive for are quality services, integrity, and respect.

 

The Role

We are looking for an enthusiastic, self driven and customer-oriented person to serve as Customer Service Manager, working in our Inwood, Watford, and Petrolia Offices. This is a fulltime permanent position consisting of 40 hours/week reporting to the General Manager. Duties include:

  • Lead customer service representatives including coaching for improved customer service as well as focusing staff on achieving performance goals.
  • Manage team including scheduling, skill development, performance reviews, training, etc.
  • Work with other departments / teams, suppliers, and partner companies to meet customer / member service requirements.
  • Understanding the capabilities, functions and troubleshooting of various smart phones (iPhone and Android) and phone packages and provide staff training.
  • Understanding of other company products and services including, but not limited to internet, home phone, business phone and IPTV television services and associated products and provide staff training.
  • Manage retail inventory items including ordering, receiving and inventory system maintenance.
  • Handle inbound inquiries from the public regarding billing, equipment and service
  • Patience and self-control in handling frustrated customers and escalated calls
  • Mathematical computation and analysis as well as cash handling and inventory control.
  • Other duties as assigned

 

Qualifications

  • 3-5 years of customer service management experience
  • Friendly, positive, customer service focused.
  • Excellent verbal communication skills and interpersonal skills.
  • Demonstrated proficiency in problem solving/critical thinking.
  • Ability to be flexible and quickly adapt to changing business needs and processes
  • Good organizational skills and able to work independently and self motivated.
  • Computer proficiency including Microsoft Office Suite of products
  • Intermediate computer knowledge (iVue Software, Bell Mobility Customer Service System)
  • Experience in the telecommunications industry an asset

 

Brooke Telecom offers competitive pay, an excellent benefit package as well as a small company and team atmosphere.

 

Please submit your resume to: jobs@brooketel.coop  The deadline to submit applications is August 5, 2022, at 4pm.

 

We thank you for your interest but only those selected for an interview will be contacted.