Customer Experience Manager

Join a fast-paced, customer-centric broadband team dedicated to delivering reliable, high-performance fiber internet across Utah communities. We're committed to exceptional service, innovative solutions, and building meaningful relationships with every customer we serve. Be part of a collaborative culture where your leadership directly shapes customer experience excellence and helps fuel our continued growth. This role offers a unique opportunity to make a measurable impact in a dynamic and rapidly expanding broadband environment.

Responsibilities

• Call Center Operations:
  Oversee daily operations of the call center teams across 7 states, ensuring timely and efficient customer service. Manage team performance, staffing, and schedules to meet KPIs and service levels.
• Own the Customer Experience:
  Take ownership of the customer experience across the company. Direct the call center's reporting processes, phone systems, and scripts to ensure they align with company goals and provide a WOW experience for customers—one of our core values.
• Team Leadership:
  Provide coaching and support to customer service representatives, fostering a positive work environment and ensuring each team member is equipped to handle customer inquiries effectively. Lead remote and in-office teams.
• Quality Assurance:
  Monitor and evaluate call center agents' performance, including call quality, customer interactions, and adherence to policies and procedures. Implement improvements based on feedback and data.
• Customer Service Excellence:
  Handle complex or escalated customer issues related to billing, technical support, scheduling, and more, ensuring resolution that meets or exceeds customer expectations.
• Data Management & Reporting:
  Maintain and analyze call center data, including call volume, resolution times, and customer satisfaction metrics. Oversee the creation and distribution of reports, ensuring transparency and accurate tracking of performance.
• Operations Management (Dispatch, Inside Sales, & Network Support):
  Oversee a combined team responsible for dispatching field technicians for installations, service calls, and maintenance; handling inbound sales leads, providing quotes, and following up with potential customers; and monitoring network performance, reporting outages or service interruptions to NOC technicians, ensuring minimal downtime and swift resolutions.
• Collaboration:
  Work closely with the sales, technical, and field teams to ensure a seamless customer experience across all regions. Collaborate to address recurring issues and implement process improvements.
• Training & Development:
  Lead the onboarding and continuous training of call center agents, ensuring they are well-equipped with the tools, knowledge, and support to succeed.
• On-Call Availability:
  Be available around the clock to address emergencies, including system outages, urgent customer issues, and any unexpected challenges that may arise.
• Other related duties as assigned.

Required Skills

• Required Experience in Leadership of experience in a call center management role, ideally overseeing teams across multiple locations or states.
• 2+ years of management experience in a call center environment
• Ability to direct and implement processes related to call center reporting, phone systems, scripts, dispatch, inside sales, and network support to optimize efficiency and customer experience.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-first mindset.
• Ability to analyze performance data and make data-driven decisions.
• Ability to adapt to changing priorities and a fast-paced environment.
• Basic understanding of networking or internet service is a plus.
• Eagerness to learn and grow within the company.

Please apply with your updated resume