Sales Manager - Customer Service Operations

Sales Manager & Customer Service Operations

Company: Reliance Systems Inc. 1533 S. 42nd Street, Grand Forks, ND 58201

Reports To: President / Owner Work Location: Onsite – In-House Position

About Reliance Systems

Reliance Systems Inc. provides advanced inmate communication solutions, including telephone services, messaging, and related technology, to correctional facilities and the families who stay connected with incarcerated loved ones.

We are a technology-driven, patent-focused company committed to developing innovative communication solutions for the corrections industry. In addition to providing advanced technology directly to correctional facilities, we also develop and provide technology platforms and services to other companies operating in the inmate communications industry.

We are seeking an experienced Sales Manager & Customer Service Operations Leader to help drive the company's continued growth while overseeing and improving our customer service operations.

This is an important leadership position that combines business development, government sales, account management, and customer service leadership. The successful candidate will be responsible for expanding our facility contracts, strengthening customer relationships, and ensuring that our customers receive prompt, professional, accurate, and respectful service.

We are looking for someone who is motivated, organized, results-oriented, and capable of taking ownership of both sales growth and day-to-day customer service operations.

Key Responsibilities

1. Sales, Business Development & Account Management

• Develop and execute strategies to secure new contracts with county jails, state departments of corrections, and other correctional facilities.
• Identify new business opportunities, develop relationships with decision-makers, and actively pursue opportunities to expand the company's customer base.
• Lead the government bidding and procurement process, including responding to Requests for Proposals (RFPs), preparing proposals, developing pricing, and presenting solutions to sheriffs, jail administrators, correctional officials, and procurement personnel.
• Manage and strengthen relationships with existing facility customers, conduct regular account reviews, and pursue contract renewals, expansions, and additional business opportunities.
• Develop sales forecasts, maintain an active sales pipeline, and report regularly on sales activity, revenue projections, and performance against established goals.
• Work closely with installation, technical, and finance teams to ensure new contracts are implemented successfully and launched on schedule.
• Represent Reliance Systems professionally at industry events, customer meetings, and facility visits.

2. Customer Service Operations & Leadership

• Manage, supervise, and develop the customer service team responsible for handling telephone calls, emails, and online inquiries from family members, facility personnel, and account holders.
• Establish and maintain customer service standards focused on responsiveness, accuracy, professionalism, and customer satisfaction.
• Monitor department performance, including response times, call handling, problem resolution, and customer feedback.
• Oversee customer account funding, billing questions, disputes, refunds, and escalated complaints, ensuring issues are resolved fairly, consistently, and promptly.
• Develop and maintain customer service procedures, training materials, and communication guidelines.
• Train and coach employees on company products, policies, procedures, and effective communication, including handling sensitive or emotionally difficult customer situations.
• Identify recurring customer service problems and work with technical and product development teams to implement improvements.
• Promote a customer-focused culture that emphasizes accountability, teamwork, professionalism, and continuous improvement.

3. Compliance, Quality Control & Reporting

• Ensure sales and customer service operations follow applicable federal and state regulations governing incarcerated persons' communication services, including applicable rate, fee, and disclosure requirements.
• Ensure customer service and sales practices comply with individual facility contracts and company policies.
• Help maintain the confidentiality and security of customer, facility, and account information.
• Ensure proper procedures are followed regarding call recording, customer privacy, data protection, and information security.
• Prepare regular management reports covering sales performance, customer service operations, department productivity, and areas requiring improvement.
• Work with company leadership to identify opportunities to improve operations, increase efficiency, and support the company's long-term growth.

Qualifications

Required Qualifications

• Five or more years of experience in business-to-business (B2B) sales, government sales, or business development, with a demonstrated record of achieving sales goals.
• Three or more years of experience managing or supervising a customer service, customer support, or operations team.
• Strong leadership, negotiation, presentation, and written communication skills.
• Experience with customer relationship management (CRM) systems and customer service software.
• Demonstrated ability to develop business relationships, manage customer accounts, and close sales opportunities.
• Strong organizational skills and the ability to manage multiple responsibilities and priorities.
• Ability to handle sensitive and challenging customer situations with patience, professionalism, and good judgment.
• Willingness to travel for facility visits, customer meetings, and industry events as needed.
• Ability to pass a background check and any facility security screening required for access to correctional facilities.

Preferred Qualifications

• Experience in the corrections industry, telecommunications, inmate communications, or public-sector contracting.
• Familiarity with government bidding, RFP preparation, and public procurement processes.
• Understanding of telecommunications regulations and correctional facility communication requirements.
• Experience managing both sales and customer service operations.
• Bachelor's degree in Business Administration, Communications, Marketing, or a related field, or equivalent professional experience.

Core Leadership Competencies

The ideal candidate will demonstrate:

• Business Development: Ability to identify opportunities, develop relationships, and generate new revenue.
• Leadership: Ability to motivate, manage, and develop employees while maintaining accountability.
• Relationship Management: Ability to build long-term relationships with government officials, correctional administrators, and business customers.
• Problem Solving: Ability to identify problems, make sound decisions, and resolve issues efficiently.
• Customer Focus: Commitment to treating customers, families, and facility personnel with respect and professionalism.
• Integrity: Ability to exercise good judgment and maintain confidentiality in a highly regulated industry.
• Organization: Strong attention to detail, follow-through, and ability to manage multiple departments and priorities.

Compensation & Benefits

Base Salary: $95,000 annually

Additional Compensation:

• Annual Service Bonus: $1,500 for each completed year of service.
• Sales Commission: To be negotiated based on experience and mutually agreed-upon sales compensation structure.
• Annual Bonus Trip for Two.

Benefits:

• 80% employer contribution toward Blue Cross Blue Shield health insurance.
• Two weeks of paid vacation annually, increasing to three weeks after five years of employment.
• Six paid holidays.
• SEP-IRA retirement contribution of 5% annually.

How to Apply

Interested candidates should submit their resume to:

Dave Hangsleben

Email: dave@reliancetelephone.com

Reliance Systems Inc. is looking for a motivated leader who wants to play an important role in growing an innovative technology company while building a strong sales organization and an outstanding customer service operation.

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Retirement plan

Work Location: In person