Manager, Cell Phone Office

As the flagship higher education institution of The Church of Jesus Christ of Latter-day Saints, Brigham Young University (BYU) strives to be among the exceptional universities in the world. At BYU, we are devoted to our faith and to our students. We take an active role in the University's Mission: "To assist individuals in their quest for perfection and eternal life." Our unique mission, deeply rooted in the Gospel of Jesus Christ, provides countless ways to serve and make an impact. This, along with our remarkable culture of belonging, weekly devotionals, and endless opportunities for learning and growth—all situated within a beautiful and historic campus—make it an inspiring place to work.

Brigham Young University strongly prefers to hire faithful members of The Church of Jesus Christ of Latter-day Saints. Members of The Church of Jesus Christ of Latter-day Saints must hold and be worthy to hold a current temple recommend.

Responsibilities

• Lead the daily operations of the Cell Phone Office and supervise a team of student employees
• Recruit, hire, train, schedule, and mentor student staff
• Facilitate ongoing training and support a collaborative, customer-focused office environment
• Manage monthly billing processes, resolve billing issues, and educate customers on billing procedures
• Support payment collection efforts and ensure compliance with account requirements
• Build and maintain relationships with wireless carrier representatives to resolve account issues and improve service
• Manage and maintain carrier websites and internal customer management systems
• Provide exceptional customer service through walk-in, phone, and email support
• Assist in advancing the growth and success of BYU's corporate cell phone program

Requirements

• A firm commitment to the mission of BYU
• Two years of leadership experience in retail, technology, customer service, or a related field
• 3+ years’ experience in telecommunications field
• Strong leadership and supervisory skills
• Excellent customer service and interpersonal skills
• Ability to thrive in a fast-paced, high-volume environment
• Strong teamwork and collaboration skills

Qualifications

• Bachelor's degree (preferred)
• Excellent verbal and written communication skills (preferred)
• Experience presenting information and training others (preferred)
• Strong organizational, time management, and delegation skills (preferred)
• Proficiency with Microsoft Office Suite (preferred)
• Ability to work independently while collaborating effectively with others (preferred)
• Ability to maintain professionalism during challenging customer interactions (preferred)

Benefits

• 401k: BYU automatically contributes 8% at no cost to you. Additionally, if you contribute 5%, BYU adds an additional 4% (Rehires may qualify for different retirement plans)
• Excellent work-life balance: 13 paid holidays + 22 days paid vacation + 12 sick days, accrued annually
• Employee assistance program, available to the employee and all members of their household
• Tuition benefits for employees and eligible family members
• Access to athletic facilities
• Excellent medical/dental benefits
• Short/long-term disability benefits
• Paid parental and maternity leave
• Wellness Program
• Free on-campus parking
• Free UTA passes for employees, spouses, and qualified dependents
• Discounts at the BYU Store and for many events at BYU

Pay

Pay Grade: 52

Typical Starting Pay: $65,500 - $84,500

The actual compensation offered will take into consideration internal equity and may vary based on the candidate’s job-related experience, knowledge, skills, and other relevant factors. Candidates with very significant work-related experience may receive an offer higher than the posted typical range.