Manager, Residential Customer Support

🕒 il y a 4 jours

🏈 Alabama, Florida, +7 états de plus – Distant

🏈 Alabama – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🏈 Ohio – Remote 🚗 Michigan – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $89 000 - $105 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Clearwave Fiber

Site WebLinkedInTous les Emplois

201 - 500 employés

📡 Télécommunications

Telecommunications

Clearwave Fiber est une entreprise dédiée à fournir des services Internet à fibre optique haut débit et fiables aux clients résidentiels et professionnels. Avec une concentration sur l'Internet 100% fibre, Clearwave offre des vitesses de téléchargement et d'envoi supérieures, sans plafonds de données et avec une fiabilité premium grâce à un temps de disponibilité du réseau de 99. 9%. L'entreprise investit massivement pour étendre son réseau de fibre optique afin d'atteindre plus de 500 000 emplacements, permettant une connectivité qui répond aux exigences actuelles et futures. Clearwave Fiber vise à améliorer l'expérience Internet en proposant des tarifs clairs, sans surprise, et un support technique local disponible 24 heures sur 24, adapté aux besoins des foyers et des entreprises.

Description

• Lead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation • Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures • Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives • Develop and execute action plans to improve customer experience, operational performance, and team effectiveness • Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes • Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences • Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs • Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs • Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges • Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans • Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives • Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations • Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery • Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action • Regularly communicate operational results, challenges, and action plans to leadership

🎯 Exigences

• 5+ years of customer support, contact center, customer experience, billing operations, collections, or related leadership experience • 3+ years of leadership experience managing supervisors, team leads, or equivalent leadership roles • Experience leading high-volume customer service, customer support, billing, collections, or contact center operations • Demonstrated success improving operational performance through coaching, accountability, data analysis, and process improvement • Strong analytical, problem-solving, decision-making, and communication skills • Ability to manage multiple priorities in a fast-paced and evolving environment • Experience leading remote or geographically dispersed teams • Ability to travel periodically as business needs require

🏖️ Avantages

• Competitive salary ($89 - 105K DOE) • Lucrative short-term & long-term bonus plans • Medical, dental, and vision plans – start on day one! • Life insurance (self, spouse, children) • PTO - Up to 20 days • 10 paid holidays • 401(k) with 4% company match and 100% vested immediately • Employee Assistance Plan • Employee Referral Plan • Additional Perks: Free services if living within service area, Career progression opportunities, Collaborative work environment