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Customer Support Supervisor

3 months ago

Newburgh, United States Mainstream Fiber Networks Full time
Job DescriptionJob Description

Customer Support Supervisor |Mainstream Fiber Networks

About Mainstream Fiber Networks:

At Mainstream Fiber Networks, we are not just providing fiber optic internet – we are transforming the digital landscape of rural Indiana.

As a proud Indiana-based team, we are on a mission to transform connectivity in underserved areas, bridging the digital divide with cutting-edge technology. Our commitment to investing in our employees fuels our relentless growth, ensuring we deliver exceptional service and innovative solutions that empower our communities and drive progress.

About the Role:

The role of Customer Support Supervisor is pivotal in leading and supervising our CSR Team to ensure alignment with departmental goals. Responsibilities include setting performance expectations, providing coaching, and monitoring progress for individual and team success. Facilitating collaboration across departments and conducting regular training sessions are also key aspects of the role. Additionally, the Customer Support Supervisor implements quality assurance processes, addresses compliance issues promptly, and drives continuous improvement initiatives while identifying opportunities for automation and integration.

Why should you join our Team:

  • Permanent, Full-time Position
  • This role is based in Corydon, IN
  • Pay Range: $50-58k salary
  • 1st Shift – Monday thru Friday
  • Access to Company Benefits:
    1. Paid Time Off
    2. 10 Paid Holidays
    3. Medical Insurance
    4. Dental and Vision Insurance
    5. Health Savings Account (HSA)
    6. Company Funded Life Insurance
    7. 401(k) Retirement Savings Plan
    8. FMLA

Job Perks:

  • Competitive Compensation
  • Comprehensive company paid training provided.
  • Company-provided uniforms
  • Boot allowance for Outside Plant Employees
  • Newly Updated Equipment and Vehicles
  • Internal career advancement opportunities
  • Exclusive employee discounts on company services
  • Life Mart discounts for various products and services
  • Pay Active (Daily/weekly Pay Opportunities)
  • Wisely Pay Cards
  • New Hire and Annual provided Company Merch
  • Annual Company Events

Key Responsibilities:

  • Provide leadership, direction, and support to the CSR Team, and to ensure alignment with departmental goals and objectives.

    • Set clear performance expectations, monitor progress, and provide coaching and development opportunities to drive individual and team success.

    • Oversee all aspects of sales operations, including sales forecasting, pipeline management, sales analytics, and performance tracking.

    • Collaborate with sales leadership to develop and implement sales strategies, processes, and tools to optimize sales performance and drive revenue growth.

    • Conduct regular performance evaluations and provide constructive feedback to enhance individual and team performance.

Key Qualifications:

  • High School Diploma or GED is required.

    • 3-5 years’ experience working in customer service such as call center, retail, or customer

    support roles.

    • Strong leadership skills with the ability to motivate and inspire team members.

    • Excellent communication and interpersonal skills

    • Analytical and problem-solving skills

    • Ability to multitask, prioritize workload, and thrive in a fast-paced environment.

    • Ability to travel 2-3 times out of the month, within the state of Indiana.

    • Proficient in standard Microsoft tools such as Excel, Word, SharePoint, etc.

  • Experience in Sales Operations
    • Leadership Development
    • Technical Proficiency
    • Customer Relationship Management
    • Analytical Skills
    • Adaptability and Flexibility

Post-Application Details:

After submitting your application, if your skills and experience align well with the position, you will move on to the next stages in the interviewing process. Even if this role doesn't work out, rest assured that you remain part of our network. This ensures that all our recruiters will have access to your profile, broadening your potential opportunities.

Mainstream Fiber Networks is an equal opportunity employer and welcome applications from all qualified individuals regardless of race, color, religion, sex, national origin, disability, or veteran status.