Coos-Curry Electric Cooperative, Inc. · 5 hours ago
Customer Service Manager
Brookings, Oregon, United States
Full-time
Onsite
Entry, Mid Level
2+ years expCoos-Curry Electric Cooperative, Inc. is a provider of fiber internet services, and they are seeking a Customer Service Manager to lead their Customer Service and Technical Service Representatives. The role involves ensuring high-quality customer service and effective technical support while overseeing the delivery of reliable fiber internet services.
Electrical DistributionService Industry
Responsibilities
Supervises Customer Service and Technical Support Representatives including, planning, scheduling, delegating, training, coaching, performance evaluation, and discipline as appropriate
Ensures company policies, procedures, and customer service standards are applied consistently and fairly
Communicates Beacon Broadband’s mission, strategic goals, and customer service expectations to staff
Provides leadership in complex or non-routine customer and technical situations; personally resolves the most sensitive or advanced issues as needed
Encourages collaboration, constructive conflict resolution, and continuous improvement in workflows and service delivery
Develops recommendations for departmental process improvements to increase efficiency, first call resolution, and customer satisfaction
Schedules staff to ensure adequate coverage and coordinates escalations with the Network Operations Center (NOC) and Outside Plant teams
Reviews ticketing data and service metrics to identify trends, performance gaps and improvement opportunities
Participates in cross-functional projects and initiatives with Operations and NOC teams
Troubleshoots fiber internet service issues including ONTs (Optical Network Terminals), Wi-Fi routers, fiber connectivity, network performance, outages and customer premise equipment
Utilizes technical tools and systems (including SMX, Calix, GLDS, ISPN, and network monitoring platforms) to diagnose and resolve issues
Escalates advanced technical problems when appropriate, providing clear documentation of troubleshooting steps taken
Maintains advanced working knowledge of Beacon Broadband's fiber network infrastructure, service offerings, and technical specifications
Develops and maintains technical documentation, troubleshooting guides, and knowledge base resources
Conducts quality assurance reviews to ensure proper troubleshooting procedures and customer service standards are followed
Coordinates with Network Operations Center on outages, maintenance, and network-impacting events requiring customer communication
Represents the customer service and technical support perspective in cross-departmental meetings
Assists with customer communications related to service issues, outages, and maintenance notifications
Participates in community events as needed to represent Beacon Broadband
Qualification
Required
Minimum two (2) years of experience in customer service or technical support
Minimum two (2) years of hands-on experience supporting internet services, networking, or telecommunications services
Strong technical aptitude with fiber internet systems and networking fundamentals
Valid Oregon driver's license and insurability
Preferred
Bachelor's Degree in Information Technology, Telecommunications, Business, or related field
Experience with fiber-to-the-home (FTTH) technology
Experience in rural broadband, telecommunications or cooperative environment
Demonstrated leadership experience in customer experience or growth initiatives
Broadband, telecommunications, or utility industry experience
Company
Coos-Curry Electric Cooperative, Inc.
Coos-Curry Electric Cooperative, Inc.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Brent Bischoff
General Manager & CEO
Paul Keeler
Chief Financial Officer
Recent News
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