Customer Service Operations Manager
3 days ago
Gateway Fiber is seeking an experienced professional to lead our OSP Engineering Project Team. As a leading internet service provider, we prioritize delivering exceptional customer experiences and fostering a culture of collaboration, customer centricity, and continuous improvement.
About Us:
- We are a locally owned and operated company with a mission to positively impact communities through better internet access.
- Our vision is to create a leading, national fiber-to-the-home platform, reaching 500,000 homes and businesses within the next few years.
We believe that people want to feel cared for professionally and personally at work. Our team members share a clear vision of where the company is headed and how their contributions positively affect our culture and operational performance.
We strive for a transparent environment where information is shared freely, and our teams feel safe to provide feedback. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives.
Expected Outcomes and Requirements:
- 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.
- Create an effective onboarding & training process for new customer service team members.
- Implement and sustain processes to capture customer feedback and leverage it to drive improvement projects.
- Sustain and improve customer service quality assurance program, ensuring the team and individuals are exceeding Gateway's quality goals.
- Play a key role in maintaining and improving Gateway's Customer Net Promoter Score.
- Ensure the customer service team is meeting or exceeding all KPIs and identify new KPIs where needed to drive continuous improvement.
The successful candidate will bring the following skills and qualifications:
- 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 positive phone demeanor.
- Proficiency in MS Office (Word, Excel, Outlook).
- High school diploma or equivalent.
- Ability to work independently and make sound decisions.
Estimated Salary: $85,000 - $110,000 per year, based on location and experience.
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