Customer Service Site Lead Specialist
6 days ago
We are seeking an exceptional leader to oversee daily operations at our Fridley, MN location. As a Site Lead, you will manage a team that includes a Customer Service Representative, Scheduler, and Workforce Management Coordinator. This role combines operational responsibilities with leadership duties, ensuring efficient workflows, excellent customer service, and effective team collaboration.
About Gateway Fiber:
Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. We are creating a leading, national fiber-to-the-home platform. With the support of our financial sponsor CBRE Investment Management, we plan to reach 500,000 homes and businesses with our service over the next several years. Our goal is to provide faster, more reliable internet with a simple pricing model and industry-leading customer service.
Expected Outcomes and Requirements:
This role combines operational responsibilities with leadership duties, ensuring efficient workflows, excellent customer service, and effective team collaboration. The Site Lead is a hands-on leader who fosters a positive and productive work environment while driving team and organizational success. Responsibilities include:
- Lead and manage the on-site team.
- Provide coaching, guidance, and support to team members to enhance performance and professional growth.
- Conduct regular team check-ins and meetings to align on goals, review progress, and address challenges.
- Oversee performance management, including evaluations, feedback, and development plans.
- Manage scheduling, workforce planning, and customer service operations to ensure efficient and effective workflows.
- Serve as the escalation point for complex customer issues or operational challenges.
- Proven ability to lead, inspire, and develop a team to achieve high performance and maintain a positive work environment.
- A strong commitment to delivering exceptional customer experiences and resolving issues effectively.
- High school diploma or GED required; associate degree or some college coursework preferred.
- Experience in workforce management, scheduling, and optimizing team productivity.
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