Customer Advocate Team Lead

3 weeks ago

Bentonville, United States Gateway Fiber LLC Full time

Gateway Fiber is seeking an outstanding individual to fill the role of Customer Advocate Team Lead . Gateway is a rapidly growingprivate equity-backedresidential fiber broadb and internet provider. As data requirements for residences and businesses continue to expand, Gateway is creating a leading , national fiber-to-the-home platform to serve this critical unmet need in our communities. Gateway provides a faster, more reliable internet that is paired with a simple pricing model and exceptional customer service. With the support of its financial sponsor, Crosstimbers Capital Group, t he company is initially investing more than $1 5 0 million to build a future-proof network in Greater St. Louis and is actively developing plans to expand nationally . Gateway believes that people want to know they are cared for both professionally and personally at work . We need a clear vision for where the company is going and how we can contribute to it . At Gateway, w e look out for each other and actively find ways to help one another . We all have a role in defining the path forward towards the companys vision . We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback , even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateways beliefs about people shape the company and the way we do business . **About Gateway:**

**Gateways Beliefs About People:**

**Expected Outcomes and Requirements:**

With Gateways rapid growth comes aggressive plans for the construction of Gateways network and 10x customer growth over the next 12 months. Gateway is hiring a Customer Advocate Team Lead to support this growth and maintain the highest level of customer service Gateway is proud to offer and leverages to differentiate us from the competition. Th e Customer Advocate Team Lead is expected to contribute in the following significant ways:

* Lead Gateways customer service team while cultivating a positive customer-centric culture.

* Foster and sustain a culture of collaboration, customer centricity, and continuous improvement.

* Be the internal champion for our customers by communicating customer feedback throughout the organization.

* Facilitate and own the processes of timely responses to customer requests.

* Ensure people and processes are in place to position the customer service team for upcoming growth.

The successful candidate will bring the following to the table:

* Excellent verbal and written communication skills.

* Complex problem-solving skills.

* Good organizational skills.

* Ability to multi-task.

* Strong follow-up skills, accuracy, and attention to detail.

* Excellent customer service skills, including a positive phone demeanor.

* Proficiency (MS Office-Word, Excel, Outlook).

* High school diploma or equivalent.

* Ability to work independently and make sound decisions.

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