Do you have a knack for coaching and developing a team, and thrive on bringing a positive and optimistic approach to problem-solving? If so, we encourage you to apply for the Customer Service Manager position at FiberFirst. The ideal candidate will be responsible for ensuring exceptional customer experiences, managing a team of Care Representatives, and implementing strategies to improve customer satisfaction. Key responsibilities include coaching the team to enhance employee performance and engagement and resolving escalated customer concerns.

What You’ll Be Doing:

• Develop and promote a customer-centric service culture to enhance the overall customer experience
• Actively contribute to streamlining and improving customer service by supporting the development of efficient processes
• Lead the coaching and development of team members for optimal performance in delivering world-class service in a dynamic environment
• Effectively manage a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication, and coaching skills
• Monitor individual and team performance, utilizing reporting and observation to ensure performance and quality standards are met or exceeded
• Oversee the monthly incentive program to drive motivation and performance improvement among team members
• Handle department personnel issues, including performance reviews, counseling, and progressive disciplinary actions as needed
• Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives and to collaboratively resolve customer concerns
• Handle department personnel issues, including performance reviews, counseling, and progressive disciplinary actions as needed
• Responsible for directing and implementing a broad range of customer care activities, including resolving complex or sensitive customer escalations and difficult telephone calls
• Responsible for the submission, ownership, escalation, and status communications of care tickets
• Assist with special projects as needed

What You’ll Bring:

• Positive, winning attitude, strong work ethic, and teamwork
• You demonstrate a history of punctuality and consistently meeting deadlines
• You have excellent verbal and written communication skills
• You have the ability to multi-task and effectively manage multiple projects concurrently
• You enjoy going above and beyond to ensure customers are taken care of

Job Requirements:

• High school diploma or GED
• Must have two years of experience working in customer service leadership; Telecommunications experience highly preferred
• Working knowledge of Microsoft Office (Outlook, Word, Excel)
• Must have reliable transportation to work

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to sit, talk, and listen
• The employee is occasionally required to walk, use of all upper extremities in the operation of objects, tools, or controls
• The employee must occasionally lift and or move up to 50lbs.
• Specific vision abilities required by the job include close vision and the ability to adjust focus
• The position may require up to 10% meeting participation, 45% computer work in an office cubicle environment and 45% telephone correspondence

What’s in it for you?

We truly value our employees and put their well-being first! Here we provide the following:

• Collegial environment of talented professionals
• Growing and well-funded company
• Medical and Dental Plan
• Vision Plan
• PTO
• 401(K) with company match