Position Description:
Lyte Fiber, LLC (“Lyte”) is seeking an energetic customer care professional who is goal oriented and passionate about providing an excellent customer experience. At Lyte Fiber the Customer Service Supervisor is vital to our mission and highlights our commitment to creating an encouraging and collaborative work environment, making a difference every day! The Customer Service Supervisor will actively and consistently support building the internal processes, system setup and implementation as well as additional department efforts of our start-up organization to simplify and enhance the customer experience. This individual should feel comfortable working in a fast-paced environment committed to ensuring we provide exceptional service to our growing customer base.
Duties and Responsibilities:
· Achieve daily, weekly, and monthly call monitoring requirements.
· Address customer needs across multiple channels, including phone, email, chat, text messaging, and social media. Implement omni channel best practices, and corresponding KPI metrics.
· Establish and implement customer service policies and procedures from scratch.
· Build team by conducting collaborative coaching sessions to ensure consistency and goal attainment.
· Provide regular data-centric feedback to the Manager on actionable items to improve the customer experience.
· Trained to answer inbound calls as needed and to be available to assist on escalated customer complaints.
· Manage all aspects of Key Performance Indicators to include but not limited to, Speed to Answer, Abandonment Rate, Customer Satisfaction, Productive Time, Schedule Adherence, First Call Resolution, After Call Work, and Quality Assurance.
· Analyze and provide statistically based recommendations on ways to improve agent performance.
· Demonstrate and instruct thorough knowledge of competitors’ pricing, packaging, and products to provide agents with the skills necessary to discuss side by side comparisons of competitors’ products and services.
· Lead by “modeling the way”.
· Respond to general customer service questions such as billing, product inquiries, service issues, and provide support to address construction or restoration concerns from the community.
· Facilitate training programs to ensure team members have the necessary skills and knowledge.
· Encourage continuous learning and professional development.
· Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair/consistent treatment of employees.
· Disseminate changes in policies and procedures to team members and ensure understanding and compliance.
· Resolves product or service problems by investigating the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution for the problem, expediting correction or adjustment, and following up to ensure resolution and customer satisfaction.
· Maintain a proactive approach to identifying and resolving potential service issues before they impact customers.
Other Duties:
· Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
Minimum Qualifications:
· Bachelor’s degree in business administration, communications, or equivalent preferred
· Experience in setting up and managing customer service operations from scratch is highly desirable.
· Minimum of 5 years of experience in a customer service/call center leadership role, preferably within telecommunications or hospitality industry
· Strong knowledge of Microsoft suite of products, primarily Word and Excel.
· Possess a high sense of urgency with strong organizational, time management, problem-solving, analytical, and communication (both written and verbal) skills.
· Possess the ability to take ownership of difficult situations and offer up issue resolution.
· Possess a strong knowledge of call center technology.
· Must be able to work flexible hours, including nights, and weekends.
Physical Demands and Work Environment
Prolonged periods of sitting at a
desk and working on a computer
· Must be able to lift up to 15 pounds
at times
About Lyte Fiber
Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texans. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte will make an annual contribution of 1% of all revenues to local charities.
Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.
Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.
