Customer Service Lead

About Gateway:
Gateway Fiber is seeking an outstanding individual to fill the role of OSP Engineering Project Lead. Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.
Gateway’s Beliefs About People:
Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. At Gateway, we lookout for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.
Expected Outcomes and Requirements:
With Gateway’s rapid growth comes aggressive plans for construction of Gateway’s network and 10x customer growth over the next 12 months. Gateway is hiring a Customer Advocate Team Lead to support this growth and maintain the highest level of customer service Gateway is proud to offer and leverages to differentiate us from the competition. The Customer Advocate Team Lead is expected to contribute in the following significant ways:

• Lead Gateway’s 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 through-out 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 on-boarding & training processes 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 all exceeding Gateway’s quality goals.
• Play key role in maintaining and improving Gateway’s Customer Net Promotor 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 to the table:

• 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 (MS Office-Word, Excel, Outlook).
• High school diploma or equivalent.
• Ability to work independently and make sound decisions.