MetTel is looking for an Onboarding Manager to join their operations team in Holmdel, New Jersey!  

Onboarding is a critical function that drives customer success and migrations, by providing a world class experience to every client.  This role will ensure all customers have a clear understanding of the migration process and help prepare the client for the transition.  They will be responsible for getting the steady state built to drive revenue and customer satisfaction. 

ROLES AND RESPONSIBILITIES:

• Proactively manage initial account setup to drive ease of doing business with MetTel
• Operational director of all internal teams involved in the setup of the client, and process improvements overall
• Assist with driving migration success and continuously highlighting the value of the partnership
• Point of escalation for customer and internal advocate
• Responsible for explaining and implementing contract and purchased services
• Key resource for initial customer portal setup and training for adoption
• Ensure client delivery of key reports and deliverables to prepare New Client Services
• Schedules kickoff call and prepares customer for transition

DESIRED QUALIFICATIONS:

• Excellent verbal and written communication skills
• Ability to stay organized and provide a consistent customer experience
• Customer focused, with self-sufficient problem solving skills
• Strong interpersonal skills and the ability to build relationships both internally and externally
• Exceptional time management and multitasking ability, despite a high volume of assigned projects with competing timelines
• Ability to interface comfortably with senior executives and all levels within an organization
• Telecommunications experience is a plus, but not required

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $100,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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We are seeking a detail-oriented and customer-focused Customer Service Agent to join our Operations team.

Role and Responsibilities:          

This role serves as a key point of contact for our customers, delivering high-quality support across wireline products and services. The ideal candidate will be proactive, solutions-driven, and committed to providing an exceptional client experience through both phone and email interactions.

• Serve as the primary point of contact for customer inquiries via phone and email
• Provide support for orders, service requests, and general account inquiries
• Troubleshoot service-related issues and submit repair tickets as needed
• Take ownership of customer concerns, driving resolution and escalating when appropriate
• Deliver accurate product and service information, including features, terms, and capabilities
• Process customer orders, forms, and service requests with accuracy and efficiency
• Route inquiries to appropriate internal teams when necessary
• Document all customer interactions in accordance with standard operating procedures
• Identify trends in customer issues and communicate insights to management
• Conduct follow-ups to ensure timely and satisfactory resolution
• Participate in cross-functional projects aimed at improving processes and service delivery
• Support additional operational tasks and responsibilities as assigned

Desired Skills and Experience:                                                 

• Full time / In office - Salt Lake City, Utah
• Bachelor’s degree preferred
• Minimum of 3 years of experience in customer service or account management
• Experience within the telecommunications industry is a plus
• Strong problem-solving and communication skills (written and verbal)
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Project)

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $20 / hour. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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We are seeking a Program Manager to lead and govern a POD-based operating model supporting enterprise clients. This role is a client-facing, program-level leader, responsible for end-to-end service delivery performance across the lifecycle of telecom service requests, New Orders, Repair, MACD, Systems Integration, Reporting, Escalation Handling amongst the core requirements, ensuring performance against MetTel SLO’s, contracted SLAs and core KPIs, driving operational excellence, and providing executive-level visibility into outcomes, risks, and performance trends.

The Program Manager serves as the central point of accountability within the POD structure, aligning internal cross-functional teams to deliver consistent client experience, measurable performance, and continuous improvement.

Key Responsibilities

1. POD Leadership & Service Delivery Governance

• Serve as the operational leader for assigned POD(s), aligning Strategic Engagement & Transformation (SET), Sales, Day2 Care, Project Management, Invoice Integrity & Client Data Analytics (CDA), Engineering, and internal operational teams toward shared performance goals.
• Own and drive the POD operating cadence (daily reviews, weekly Senior Leadership overviews, backlog governance, aging management, priority alignment, action tracking).
• Ensure standardized intake, triage, escalation, and communication practices across all service request types.
• Maintain clear accountability and execution focus across internal teams.

1. SLA / KPI Performance Management & Data Analysis

• Monitor performance across all open service requests against SLO/SLA commitments.
• Analyze trends in cycle time, backlog aging, volume spikes, repeat issues, and performance gaps.
• Translate operational data into actionable insights and corrective action plans.
• Develop and maintain performance dashboards and executive summaries.

1. Enterprise Client Engagement

• Act as a senior client-facing executive operational leader for assigned accounts.
• Provide proactive updates and transparent communication regarding performance, risks, and mitigation plans.
• Prepare and deliver executive-ready materials for MBRs/QBRs and internal leadership forums.
• Represent MetTel’s operational performance, wins, risks, and improvement roadmap.

1. Escalation & Critical Issue Leadership

• Lead operational escalations and severe service-impacting events within the POD.
• Coordinate rapid internal response and ensure structured communication cadence.
• Drive post-incident analysis and corrective/preventative action plans to reduce recurrence.

1. Process Optimization & Continuous Improvement

• Identify systemic process gaps across workflows (New Orders, Repair, MACD).
• Lead cross-functional root cause analysis and implement sustainable improvements.
• Enhance documentation standards, reporting consistency, and operational discipline.
• Promote a metrics-driven, accountability-focused POD culture.

Required Qualifications

• 10+ years of telecommunications industry experience, including enterprise client-facing account or service delivery management.
• Strong working knowledge of modern telecom/network technologies including SD-WAN, network appliances, transport/connectivity solutions.
• Demonstrated ability to analyze operational performance data and drive measurable improvement.
• Deep understanding of SLA governance, service lifecycle management, and performance reporting.
• Highly process-oriented with a proven ability to identify inefficiencies and implement structured solutions.
• Advanced presentation skills with experience delivering to senior leadership and enterprise client stakeholders.
• Strong executive presence and ability to influence cross-functional teams without direct authority.

Preferred Qualifications

• Experience operating within structured service management frameworks (ITIL-aligned environments).
• Familiarity with reporting/analytics platforms (Salesforce, ServiceNow, Power BI, Tableau or similar).
• PMP or similar program management certification a plus.

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $100,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Keywords: Program Management, Account Management, Client Experience, Telecommunications, Customer Success, #ProgramManagement, #AccountManagement, #ClientExperience, Telecommunications, #CustomerSuccess, Project Manager, #ProjectManager, LinkedIN, Indeed, Salesforce, PMP, #LinkedIN, #Indeed, #Salesforce, #PMP, ADP, Verizon, ATT, #ADP, #Verizon, #ATT, Teleco, Telecommunications, #Teleco, #Telecommunications

MetTel is looking for a Warehouse Associate to join our Operations Team.  As apart of this team you will play an important role in warehouse operations as well as our fulfillment . 

Responsibilities:

• Perform intermediate to advanced mobile diagnostics and repair on various Apple and Samsung electronics.
• Network unlock devices running Android OS via familiar methods of firmware flashing.
• Operate laser station to complete restorations on models iPhone 8 and above.
• Manage and replenish repair parts inventory.
• Create and track the timeline of returned/defective devices.
• Submit pass or fail repair certificates post repair.
• Optimize and help develop our digital inventory system of mobile device assets.

Desired Qualifications
The ideal candidate should have a fluid electro and mechanical aptitude.
However, you are encouraged to apply if you meet any of the qualifications below:
 

• Experience with iOS, Android, and Windows Operating Systems.
  (Mac, Google, and Microsoft product experience is a plus but not required.)
• Prior experience in cellphone or tablet repair
• Phonecheck diagnostics software
• Experience with JBC soldering equipment or any soldering experience
• Experience with REWA refurbishing equipment or any other refurbishing equipment
• Experience with M-Triangel Laser equipment or any other laser station
• Proficiency in Excel or Google Sheets

Salary:
This role is compensated at an hourly rate starting at $18.00 p/hr.