Customer Service Manager

Sebastian is a premier provider of communications and construction services in California. With more than 70 years of experience, Sebastian is passionate about providing people with a great place to work. Our high growth and dynamic model offers employees the opportunity for career advancement. As a family company we value the expertise and experience of our team.

Job Description:

The primary responsibilities for this position are to ensure that financial and customer satisfaction goals are met for all customer products including but not limited to broadband, alarm and toll products. The position is responsible for the day to day operations of central station, alarm service and residential alarm sales. Develops and monitors operational metrics and objectives, including financial performance of residential product lines.  Works closely with Marketing, Customer Operations Manager, and Technology Director to evaluate product offerings, pricing and promotions.  Assists with day to day CSR management

Job Duties:

• Responsible for financial performance of residential products lines, including but not limited to DSL, alarm and toll
• Manages all aspects of central station including residential alarm sales, promotional offers, and training
• Represents department on leadership team
• Responsible for budget development and achievement of residential product financial goals
• Prepare operational and strategic forecasts (including budgeting and personnel)
• Hire, promote, discharge and conduct performance evaluations for direct reports

Job Requirements:

• Bachelor’s degree preferred with a least 4 years supervisory experience in residential product management or similar field
• Experience with reading and interpreting financial statements and identifying key variances
• Experience in applying marketing mix concepts to drive revenue
• Experience with gathering and implementing customer feedback for product improvement
• Excellent communications skills, both written and oral, with exceptional interpersonal skills
• Knowledge of Central Station, Telecommunication and Internet services
• Strong technical skills
• Exceptional organizational and planning skills
• Must know and understand all company policies and procedures
• Excellent training and coaching techniques

• Must be available to drive for company related purposes as needed or upon request
• Must have a valid California driver license and favorable DMV record

Physical, Mental and Environmental Requirements:

• Must be able to sit for long periods of time.
• Must have minimal ability to stand, sit, squat, bend, kneel, twist, crawl, reach, push, and pull as required for light duties of standard office clerical positions.
• Occasional lifting and/or carrying of objects weighing up to 20 lbs.
• Exposure to air-conditioned/heated office environment.
• Hearing is required to perceive information at normal spoken word level.
• Visual acuity is required for preparing and analyzing data, operation of office equipment, and determining the accuracy and thoroughness of work.

Compliance:

• If you need an accommodation as part of the employment process, please contact Human Resources.
• Equal Opportunity Employer, including disabled and veterans.
• If you want to view the EEO is the Law poster, please choose your language: English - Spanish - Arabic - Chinese
• If you want to view the EEO is the Law Supplement poster, please choose your language: English - Spanish - Arabic - Chinese
• If you want to view the Pay Transparency Policy Statement, please click the link: English