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Customer Service Team Leader

2 months ago

Bentonville, Arkansas, United States Gateway Fiber LLC Full time

About Gateway Fiber LLC:

Gateway Fiber LLC is on the lookout for a dedicated individual to take on the role of Customer Advocate Team Lead. As a rapidly expanding, private equity-backed provider of residential fiber broadband and internet services, Gateway is committed to addressing the growing data needs of both homes and businesses. We are building a premier, national fiber-to-the-home network to fulfill this critical demand in our communities.

Gateway offers a faster and more reliable internet experience, complemented by a straightforward pricing structure and exceptional customer support. With significant backing from Crosstimbers Capital Group, we are investing heavily to establish a robust network and are actively planning for national expansion.

Our Philosophy:

At Gateway, we believe in fostering a workplace where individuals feel valued both professionally and personally. We aim to provide a clear vision for the company's direction and encourage contributions from all team members. Our culture emphasizes mutual support and collaboration, ensuring that everyone plays a role in shaping our future.

Key Responsibilities:

The Customer Advocate Team Lead will play a crucial role in supporting our rapid growth and upholding the exceptional level of customer service that distinguishes Gateway from its competitors. Key responsibilities include:

  • Leading the customer service team while nurturing a positive, customer-focused environment.
  • Promoting a culture of teamwork, customer orientation, and ongoing improvement.
  • Acting as the internal advocate for our customers by relaying feedback across the organization.
  • Managing and streamlining processes to ensure timely responses to customer inquiries.
  • Preparing the customer service team for anticipated growth by ensuring the right people and processes are in place.

Qualifications:

The ideal candidate will possess:

  • Exceptional verbal and written communication abilities.
  • Strong problem-solving skills.
  • Effective organizational capabilities.
  • The ability to manage multiple tasks simultaneously.
  • Attention to detail and strong follow-up skills.
  • Outstanding customer service skills, including a positive demeanor on the phone.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
  • A high school diploma or equivalent.
  • The capacity to work independently and make informed decisions.

At Gateway Fiber LLC, we are committed to creating a transparent and supportive environment where information is freely shared, and feedback is welcomed. Join us in our mission to provide unparalleled service and connectivity to our communities.