Customer Service Director

1 week ago

Wichita, United States IdeaTek Full time
About Us:

IdeaTek grew from a vision of "Internet Freedom" for all. We saw a critical need for affordable, reliable high-speed internet in underserved rural communities across Kansas. Recognizing the transformative power of connectivity, we embarked on a mission to bridge the digital divide and empower individuals, families, and businesses with the tools they need to thrive in the modern world.

Our commitment to Internet Freedom goes beyond simply providing access. We are deeply invested in the long-term growth and prosperity of the communities we serve. We believe that high-speed internet is not a luxury, but a fundamental necessity for education, economic development, healthcare, and civic engagement. By building robust, scalable fiber optic infrastructures, we are laying the foundation for a brighter future for generations to come.

At IdeaTek, we are more than an internet service provider. We are a catalyst for change, a champion for rural communities, and a passionate advocate for digital equity. We understand that the fight for Internet Freedom is ongoing, and we are dedicated to continuing our efforts to connect every corner of Kansas and beyond.

Join us as we work to create a world where everyone has the opportunity to thrive, regardless of their geographic location. Together, we can build a more connected, equitable, and prosperous future for all.

Location:

This role offers work location flexibility. With the option to work hybrid in Buhler, Wichita and remote.

Opportunity:

As the Customer Service Director you will play a pivotal role in shaping the customer experience. This role requires steady leadership partnered with empathy and creativity. You will need to lead the team to next level support - implementing new strategies and efficiencies.

Key Responsibilities:
  • Lead and develop a customer service organization department that facilitates rapid integrations; create reusable assets and functionality for repeatable operations
  • Set strategy and vision for the team to create excellent customer support experience through technology and automation
  • Standardize guidelines and procedures including operational workflows, customer escalation and value added services
  • Foster an environment where the team members can excel through encouragement and empowerment
  • Provide coaching and guidance to direct reports, including setting performance standards, development of knowledge and skills, prioritization of work, etc.
  • Implement and ownership of training and standardization
  • Monitor business and process metrics to measure and manage customer service effectiveness
  • Work across departments to support and implement improvement strategies
  • Develop scalable growth models for the customer service department

Desired Attributes:
  • Passion for leading others with the ability to motivate a team
  • Strong customer service advocacy and problem solving skills
  • High attention to detail and effective organizational skills
  • Extreme accountability
  • Strong focus on efficiencies with ability to formulate creative solutions

Requirements

Experience/Knowledge Required:
  • 10+ years of professional work experience
  • 5+ years of customer service managerial experience

Preferences:
  • Experience in help desk ticket resolution and escalation
  • Experience creating training and standardization
  • Knowledge of hosted VoIP phone system support
  • Knowledge of networking fundamentals
  • Experience in root cause analysis and associated process improvement

IdeaTek offers a culture where employee strengths are highlighted and recognized. A few of the key ways we strive to make employees feel valued include:
  • Competitive base pay with discretionary quarterly bonus incentives. Quarterly bonuses are based on company-wide performance in combination with individual performance.
  • Competitive benefits packages including medical, dental, life, and vision, along with 401k match
  • Employee coaching and counseling services at no cost to employee, spouse, and children
  • Tuition reimbursement for continuing education related to your individual growth goals
  • Community engagement and volunteer opportunities

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses everify

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