Organization: Mercury Broadband is a leading provider of High-Speed Internet and digital phone service. The Company was founded in Topeka, KS, after recognizing a need for Broadband Internet access in rural America. A hybrid approach to serving these "last-mile" customers was developed by extending high capacity fiberoptic networks with the range, reliability, and flexibility of carrier-class wireless technologies. Today Mercury Broadband’s rapidly expanding network is headquartered in Kansas City and provides Internet access to communities throughout five states across the Midwest.

Position Summary: Mercury Broadband is looking for a skilled customer service manager to join its rapidly growing company and lead our team of support agents in providing exceptional and timely customer service. The ideal candidate should possess a proven track record of leadership in a call center environment, exceptional communication, and interpersonal skills, and possess an understanding of hiring, training, coaching, and developing successful call center agents. Mercury Broadband combines the excitement of a dynamic and highly collaborative work environment with the opportunity for advancement as one of the fastest-growing telecommunications companies in the Midwest.

Location: Topeka, Kansas
Position Type: Full-Time
Compensation: $65,000-$80,000
Benefits: Health, Vision, Basic Dental & Life Insurance, STD, LTD, 401k, Paid Time Off, Paid Training

Key Responsibilities:

• Communicate company goals to agents, so every employee understands his or her role
• Conduct ongoing surveys of tickets, calls, and customer accounts to ensure quality control
• Coordinate with Human Resources to hire, onboard, train, and retain new call center agents as required to meet department goals
• Ensure that all agents follow the Company’s best practices for call center management and operations
• Facilitate response and resolution to support based social media inquiries
• Handle complex customer requests and coordinate between employees and departments to gather information and resolve issues
• Manage the daily running of the call center, including procuring supplies, effective resource planning, and applying call center strategies
• Organize shifts and manage agent schedules to meet call center coverage needs
• Oversee and ensure customer satisfaction
• Prepare reports and present information to management regarding progression towards department goals and department performance
• Review call center staff performance to provide coaching, assistance, and training to agents on an ongoing basis

Skills & Requirements:

• Ability to work overtime as necessary to meet quotas, guide team, and assist other departments
• Advanced conflict resolution skills
• Customer service oriented and professional in appearance
• Excellent communication, interpersonal, and leadership skills
• Proficiency with Microsoft Office, CRM platforms, and call center management software
• Understanding of basic networking principals
• Understanding of common household operating systems and peripherals
• Self-Motivated with the desire to deliver exceptional and timely customer service

Education and Experience Requirements:

• 5+ years of management experience
• 5+ years experience in call center environment, with telecommunications experience, preferred
• Bachelor’s degree in Business Administration or relevant field

Physical Demands:

• The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Work involves moving around the office, ability to operate office equipment, talking, hearing, using hands to handle, feel, or operate objects, tools, or controls, and reaching with hands and arms.

Mercury Broadband is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact the Human Resources Department.

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