Customer Service Manager

Customer Service Manager

AirBridge Broadband – Lewiston, ID

Position Summary

AirBridge is seeking a highly motivated and customer-focused Customer Service Manager to lead and develop our call center operations. This position is responsible for managing customer service representatives, improving the customer experience, driving sales performance, overseeing technician scheduling coordination, and ensuring customers receive exceptional service at every touchpoint.

The Customer Service Manager will play a critical role in building a high-performing team, creating and maintaining support processes, reducing customer churn, improving first-call resolution, and supporting AirBridge’s growth across wireless and fiber broadband services.

This is a hands-on leadership role that requires strong communication skills, operational discipline, coaching ability, and a passion for customer satisfaction.

Key ResponsibilitiesCustomer Service Leadership

• Lead, mentor, coach, and develop all Customer Service Representatives (CSRs).
• Conduct regular one-on-one meetings and performance reviews.
• Establish and maintain service standards, quality expectations, and accountability measures.
• Foster a positive, customer-first culture within the call center.
• Monitor call quality and customer interactions to ensure exceptional service delivery.

Training & Employee Development

• Develop and manage onboarding programs for new customer service employees.
• Create and maintain ongoing training programs for customer service and sales staff.
• Conduct weekly training sessions focused on customer service excellence, product knowledge, troubleshooting, and sales techniques.
• Identify coaching opportunities and create development plans for team members.
• Ensure all representatives remain knowledgeable on AirBridge products, pricing, promotions, and procedures.

Knowledge Base Management

• Create, organize, and maintain the company’s internal knowledge base.
• Develop standard operating procedures (SOPs), troubleshooting guides, and customer service documentation.
• Ensure documentation remains current and easily accessible.
• Work with technical and field operations teams to update procedures as products and services evolve.

Customer Experience & Escalations

• Manage and resolve customer escalations and complex service issues.
• Act as the primary point of contact for high-priority customer concerns.
• Identify trends in customer complaints and implement corrective actions.
• Develop retention and win-back strategies to reduce customer churn.
• Monitor customer satisfaction metrics and recommend improvements.

Call Center Operations

• Oversee daily call center performance and staffing levels.
• Monitor service levels, call volumes, hold times, abandoned calls, and customer satisfaction.
• Establish KPIs and performance benchmarks for the customer service team.
• Prepare and present operational reports to management.
• Drive continuous improvement initiatives throughout the department.

Sales & Revenue Growth

• Lead sales training efforts for customer service representatives.
• Develop strategies to increase upselling and cross-selling opportunities.
• Track sales performance and conversion metrics.
• Work with marketing and leadership teams on customer acquisition and retention initiatives.
• Ensure customer service representatives confidently promote AirBridge products and services.

Technician Scheduling & Coordination

• Coordinate installation and service appointments with field technicians.
• Assist with daily scheduling and dispatch operations.
• Monitor technician schedules to maximize efficiency and customer satisfaction.
• Work closely with the Field Operations Manager to ensure service commitments are met.
• Help manage installation backlogs and service ticket aging.

Staffing & Hiring

• Recruit, interview, hire, and onboard new customer service team members.
• Maintain staffing plans to support company growth.
• Develop succession plans and identify future team leaders.
• Manage employee schedules, attendance, and time-off requests.

Process Improvement

• Develop and improve workflows to increase efficiency and service quality.
• Implement tools and systems that improve customer experience and team productivity.
• Work cross-functionally with field operations, technical support, sales, and leadership teams.
• Recommend operational improvements based on customer feedback and performance data.

QualificationsRequired

• Minimum 5 years of customer service experience.
• Minimum 3 years of leadership or supervisory experience.
• Minimum 5 years of sales experience.
• Strong coaching, training, and team development skills.
• Excellent verbal and written communication abilities.
• Experience managing customer escalations and conflict resolution.
• Strong organizational and time-management skills.
• Proficiency with CRM, ticketing, and customer service software.
• Ability to analyze data and develop actionable improvement plans.
• Valid driver’s license and ability to work on-site.

Preferred

• Experience in broadband, telecommunications, wireless ISP, fiber, cable, or technology industries.
• Call center management experience.
• Experience with technician scheduling and dispatch operations.
• Sales management or customer retention experience.
• Knowledge of broadband technologies and customer premise equipment.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Call Resolution Rate
• Sales numbers
• Average Speed of Answer
• Call Abandonment Rate
• Customer Churn Reduction
• Upsell and Cross-Sell Performance
• Ticket Aging Reduction
• Installation Scheduling Efficiency
• Employee Retention
• Training Completion Rates
• Knowledge Base Accuracy and Utilization

What We Offer

• Competitive salary: $65,000 - $75,000 DOE
• Paid time off and holidays
• Career advancement opportunities
• Ongoing professional development
• Opportunity to help shape and grow a rapidly expanding broadband provider

About AirBridge

AirBridge delivers reliable wireless and fiber broadband services throughout the region. We are committed to providing exceptional customer experiences, investing in our employees, and connecting communities through innovative telecommunications solutions.

Join AirBridge and help build a customer service team that sets the standard for the broadband industry.

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Employee discount
• Paid time off

Work Location: In person