“Network Control logo



POSITION TITLE: Director of Client Services




LOCATION:  Waverly, Iowa 50677

OUR CLIENT: Network Control

Website: https://network-control.com


Founded in 1998, Network Control is an award-winning Telecom Expense Management (TEM) company. We have received several awards and publications in the TEM industry. We help large, national companies and organizations manage all of their Telecommunications expenses and services…including landlines, wireless, VOIP, , local and long distance, and data center services. Additionally, we manage our clients’ invoices, new telecom projects, help desk management, internal bill audits, etc.


Some of our recognizable clients include: Nvidia, Shutterfly, Align, Del Monte, Fisher Investments, Levi Strauss, Logitech, Blue Cross Blue Shield, Sleep Number, Taylor Farms, TiVo & Wendy’s.


Network Control offers a wonderful company culture too.

As a year-over-year growing  company with a great  reputation in the community, we’re an amazing  place to grow and learn in your career. We work hard to create a “people first,” flexible, family-friendly, and professional environment. Our team is dedicated and passionate about the work we perform for our valued clients,  and we recognize and reward successes together. The Network Control work environment is fun and light, yet professional and challenging, as we strive to always push ourselves to exceed our clients’ expectations.

We offer a stimulating, energetic environment, and our diverse customer base provides the opportunity to work with many industry-leading companies. As a pioneer in the TEM industry, we’re always advancing the technology and related services that we deliver to our clients, so you’ll always be on the leading edge of TEM services.

We offer our employees time off to volunteer and support non-profit organizations, military support organizations, food banks, etc. We recently moved into a new, fully redesigned 4,000 square foot office space, with expansive offices, full kitchen area, workout room, conference rooms, training center and more.


Press release about Network Control: https://network-control.com/network-control-closes-out-2019-with-record-growth/


We seek a Director of Client Services to lead the overall client support operations of the organization, through the effective and successful management of all client related activity, including client services, employees, productivity, quality control and safety.


The Director will manage a team of professionals who work with major corporations to save them money and time, while delivering detailed reporting analytics about their telecom services and expenses. Network Control employees are loyal to the company and their customers. The average tenure of its employees is over six years, with many over fifteen years. The CEO is very involved, yet hands-off to allow you to succeed in the role He rewards company success, as well as personal accomplishments.


This is a salaried, full time position with benefits.


The position is also posted here: http://www.lockeandkey.com/jobs/JobOpenings/job_opening_231.php


About Waverly, Iowa:







Position Overview: The Director of Client Services works closely with the dynamic CEO and leadership team, to set operational strategy throughout the company, for both customers and employees. Implement operational principles, policies, procedures, systems, best practices, and technology. Maintain information flow throughout the company to continuously monitor, measure and improve results.


Develop and promote a positive company culture, which emphasizes high-level customer service, teamwork, support, efficient productivity, quality workmanship, conflict resolution and continuous improvement.


Additional duties and responsibilities may include, but are not limited to:



  • Set the strategy and implementation plan to measure and improve efficiencies throughout the company, both internally and in customer service delivery.
  • Determine clear lines of communication throughout the company. Lead regular meetings; implement action plans.
  • Review service levels and requirements for the department.
  • Address and prevent employee and customer related escalation issues.
  • Actively and routinely plan for internal and external contingencies… including inclement weather, unexpected employee absences, technology failures, safety problems, and various client contingencies, such as services going down etc.


Customer related

  • Draft, implement, and execute policies and procedures to facilitate a quality customer service experience. Communicate policies/procedures to the team. Train and enforce procedures and measure success.
  • Review performance metrics for customer service representatives.
  • Develop and implements methods to record, assess, and analyze customer feedback.
  • Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
  • Act as a liaison between the customer service department and other divisions in the company.
  • Act as the Voice of the Customer across the organization, continuously measuring/monitoring customer satisfaction and devising ways of improving the customer experience, including preventing, de-escalating and resolving problems and complaints.
  • Develop strategies to increase the quality and efficiency of support to customers.
  • Monitor business and process metrics to measure and manage customer service effectiveness.
  • Ensure all customer inquiries are handled in an accurate and timely fashion.
  • Review deliverables to customers (reports, meetings and Account Manager correspondence)


Employee related

  • Manage/mentor/develop the Client Services team.
  • Provide appropriate review process. Communicate job expectations; planning, monitoring, appraising and reviewing job contributions.
  • Plan and review compensation plans based on team managers’ input.
  • Enforce policies and procedures.
  • Develop and implement training and quality assurance programs for both new hires and experienced employees.
  • Strategically lead and develop a senior operational management team, to enhance performance by setting clear accountable performance measures.
  • Analyze process workflow, employee and space requirements and equipment layout; implement appropriate changes.
  • Create, monitor and implement staff budgets.




The company realizes that every interested candidate might not have all of the desired experience, and industry training will be provided, but here is what they are looking for in terms of experience and skills… the more you have, the better!


The ideal candidate will have:

Five to ten years of experience in people management.

Three to five years of experience in customer service/client services leadership management.

Three to five years of experience in a professional services organization.

Strong business background.


Telecom experience is not required, but telecom or related experience is a plus.



Strong leader, with a history of mentoring and developing employees.

Goal oriented; creates action plans for achievement.

Self-motivated. Takes initiative. Drives the company vision.

Numbers/metrics/growth/results oriented.

Proactive thinker. Contingency-minded. Plans ahead.

Collaborative; team oriented.

Strong people manager. Supportive. Patient. Firm.

Compassionate, supportive, personable.

Sense of humor always appreciated!


Quick learner.




Bachelor’s Degree preferred.



In additional to working for a great local company, with a collaborative and entrepreneurial culture, flexible hours and family friendly atmosphere, Network Control also offers much more! Competitive compensation plan, including semi-annual bonus potential. Medical, Dental, Vision, Accident and Life Insurance. Short Term and Long-Term Disability. Flexible Spending Account (FSA) and Health Savings Account (HSA). Paid Time Off (PTO), Paid Holidays and Volunteer Time Off (VTO). 401(k) with company match. Tuition Reimbursement Program.



Network Control is committed to the safety of our employees. This includes standard job safety requirements and protocols, and any additional appropriate Covid-19 prevention tactics. The company will supply masks, gloves, sanitizer, handwashing facilities, and other appropriate items on site, as needed. Additionally, there is the opportunity to work remotely from home, when your presence is not required on site.



Please thoroughly read the position description and company website before sending resume.

Please email your resume and cover letter with “Network Control” in the subject line.

Local candidates only; or candidates relocating within Iowa.

Qualified resumes with cover letter will receive notification of receipt.

Please do not contact or send your resume to the Network Control directly.


Lisa K. Locke

Locke and KEY Recruiting, Hiring and Consulting Services

We are the source of your hire power.


Mail: P.O. Box 2873, Alameda, CA  94501

Phone/Fax 510-533-2055

Email to send resume/cover letter: lklocke@lockeandkey.com

Web: http://www.lockeandkey.com


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LinkedIn: http://linkedin.com/in/lisalocke; if you would like to connect, please invite me.

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