Beacon Broadband, Inc. is a wholly owned subsidiary of Coos-Curry Electric Cooperative, Inc. established in 2020 to serve the Oregon south coast and extend the high-speed fiber experience where no one else will go.
Primary Purpose
The Customer Service and Marketing Director will provide direction and guidance to the marketing and customer service functions and staff by developing marketing strategies, policies, programs, and campaigns to attract, subscribe, and retain customers. As a department head, the director will inspire extraordinary loyalty, enthusiasm, and high morale among staff, and build and promote a positive company brand, reputation, and image. This position is a member of the Beacon Broadband management team.
Essential Job Functions (Reason position exists is to perform these functions)
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Directing the Marketing Function (50%)
Manages the organization’s brand identity.
Directs and implements the organization’s advertising and promotional activities.
Analyzes target market information to identify and recommend effective marketing approaches.
Identifies new market segments that will benefit from company products.
Prepares effective advertising campaigns based on market research.
Maintains knowledge on emerging products and services.
Collaborates with the management team to develop growth plans for the organization.
Forecasts, drafts, implements, and oversees the departments’ operating budgets.
Negotiates and manages contracts for services needed to execute branding and marketing strategies.
Participates in product selection, development, and implementation.
Define and monitor key performance indicators.
Directing the Customer Service Function (50%)
Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
Establishes and measures performance metrics for customer service representatives.
Establishes and measures service levels and requirements for the department.
Develops and implements methods to record, assess, and analyze customer feedback.
Develops and implements training and quality assurance programs for new hires and experienced employees.
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
Acts as a liaison between the customer service department and other departments in the company.
Resolves complex customer issues.
Performs other related duties as assigned.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This employee is a critical member of the company leadership team and will be responsible for assuming varied duties within and without the scope of this job description in order to ensure the company’s success.
Competencies
Problem Solving/Analysis.
Organizational skills.
Interpersonal skills.
Technical Capacity.
Communication Proficiency.
Collaboration Skills.
Leadership skills.
Supervisory Responsibility
Customer Service Supervisor
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
Position Type and Expected Hours of Work
This is a full-time position, and typical work hours are Monday through Friday 8:00 a.m. to 5:00 p.m.
Travel
Occasional travel within the Beacon Broadband service territory. Occasional travel to training seminars and/or conferences.
Qualifications
Bachelor’s degree or equivalent preferred.
Seven years of related experience required, with prior management experience preferred.
Customer service experience required.
Marketing experience required.
Additional Eligibility Qualifications
Strong MS Office Suite skills.
Reliable transportation for getting to work.
Must be free from illegal drugs; may be subject to random and /or suspicion testing.
The specific statements reflected in each section of this position description are not intended to be all-inclusive, but rather the basic elements and criteria considered being necessary in order to satisfactorily perform the duties associated with the position.
Beacon Broadband is an Equal Opportunity Employer.
Please inform Human Resources at 541-332-8835 or hr@cooscurryelectric.com if you require an accommodation in order to participate in the application process.
