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Customer Service Team Lead

2 months ago

Bentonville, Arkansas, United States Gateway Fiber LLC Full time

About Gateway Fiber LLC

Gateway Fiber LLC is a rapidly growing residential fiber broadband 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.

Our Mission

We strive to provide a faster, more reliable internet that is paired with a simple pricing model and exceptional customer service. With the support of our financial sponsor, Crosstimbers Capital Group, we are initially investing more than $150 million to build a future-proof network in our region and are actively developing plans to expand nationally.

Our Culture

We believe 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, we 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 company's 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.

About the Role

We are hiring a Customer Service Team Lead to support our growth and maintain the highest level of customer service we are proud to offer and leverage to differentiate us from the competition. 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 in MS Office (Word, Excel, Outlook).
  • High school diploma or equivalent.
  • Ability to work independently and make sound decisions.

Responsibilities

The Customer Service Team Lead is expected to contribute in the following significant ways:

  • Lead our 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.