Job Overview

We are currently seeking a General Manager to oversee customer success activities that occur inside and outside of the office. Reporting to the CEO and working with a cross-functional team, you will have the opportunity to collaborate on a range of activities to ensure our Field Operations team and Customer Success team are working cohesively. You would also play a critical role in managing and motivating our team to deliver exceptional customer service while ensuring the smooth operation of our office.

At TekWav, we are on a mission to provide reliable, high-speed Internet services in Grayson County. If you're looking for an exciting and rewarding career in the technology industry, then we encourage you to apply for our General Manager role. Join us and be a part of a team that is committed to providing top-notch Internet services and exceptional customer service!

Here's what you can expect from the role:

• Leadership and management: You will be responsible for managing and leading our teams of field service technicians and customer service representatives. You will be tasked with training, coaching, and motivating our teams to deliver exceptional customer service.
• Customer service excellence: Our customers are our top priority, and as General Manager, you will be responsible for ensuring that our customers receive excellent service from our team. You will be tasked with developing and implementing processes and procedures to improve the customer experience from the moment they sign up for service and beyond.
• Operational efficiency: You will play a critical role in ensuring the smooth operation of our office. You will be responsible for managing office supplies, coordinating office activities, and overseeing administrative tasks.
• Opportunities for growth and development: We believe in investing in our employees and providing them with opportunities to learn and grow. As General Manager, you will receive training and development opportunities to enhance your skills and advance your career.

Responsibilities and Duties

• Managing and leading teams of field service technicians and customer service representatives, providing guidance, support, and direction to help them achieve their goals and deliver exceptional service to customers.
• Developing and implementing processes to ensure efficient and effective field service and customer service operations, optimizing service delivery and resource allocation.
• Maintaining and improving service quality standards, monitoring service levels, and taking corrective action as needed to ensure customer satisfaction.
• Collaborating with other members of the executive team to develop and implement company strategy and goals, identifying opportunities for growth and improvement.
• Analyzing data and metrics to identify areas for improvement, creating and implementing action plans to address areas of concern and maximize performance.
• Ensuring compliance with all relevant laws, regulations, and company policies, ensuring that all field service and customer service operations are conducted in a safe and ethical manner.
• Building and maintaining strong relationships with customers, addressing customer concerns and issues in a timely and professional manner.
• Hiring, training, and managing staff, providing ongoing coaching and development to ensure that they are equipped with the necessary skills and knowledge to excel in their roles.
• Collaborating with cross-functional teams to develop and implement marketing and sales strategies that support business growth and customer acquisition.
• Conducting regular performance evaluations, setting goals and objectives, and providing ongoing feedback and coaching to ensure that all staff members are meeting or exceeding performance expectations.
• Manage sales inquiries from prospective customers. Ensure members of the Sales team respond to inquiries in a timely manner and with accurate information. Provide assistance when needed to encourage sales. Oversee the team following up with prospective customers so as to not let an active lead go cold.
• Assist in activities in the field as needed with the objective of improving field service technician performance and customer experience.
• Other duties will be assigned as needed

Qualifications and Skills

• 3+ years of previous experience in a customer-facing role
• 2+ years of previous experience in a managerial role
• Proven office management, administrative, or assistance experience
• Knowledge of office management responsibilities, systems, and procedures
• Excellent time management skills and the ability to multitask and prioritize work
• Excellent communication (written and verbal) and interpersonal skills
• Strong organizational and planning skills
• Computer skills and knowledge of office software packages
• Leadership
• Project management
• Problem solver with attention to details
• Basic knowledge of network troubleshooting, preferred
• Valid driver's license with the ability to drive a vehicle without presenting a safety risk to self or others