Fiber Customer Experience Leader

Socket; Columbia Township, Northern (MO, KY); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Competitive pay

Bonus potential

Health benefits

Free fiber service

Tuition reimbursement

Community engagement

Culture of integrity

Job summary

Socket Fiber in Missouri is seeking a Customer Service Manager to lead and develop a team delivering exceptional service to residential and business fiber subscribers. You will oversee daily operations, ensure quality standards, resolve escalated issues, and implement strategies to boost satisfaction, retention, and efficiency.

The role demands strong leadership, telecom knowledge, and a passion for service in a fast-paced environment.

Qualifications

• Strong leadership, coaching, and team-building skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving and conflict-resolution skills.
• Knowledge of customer service best practices and performance management.
• Familiarity with CRM systems, call center software, and reporting tools.
• Ability to analyze performance metrics and implement improvement strategies.
• Proficiency with Microsoft Office 365 applications.

Responsibilities

• Lead, coach, and develop a team of customer service representatives and supervisors.
• Establish performance goals and KPIs for the department.
• Conduct regular performance evaluations and coaching sessions.
• Foster a positive, customer-focused culture and continuous improvement.
• Utilize QueSee software to manage customer experience and process development.
• Ensure timely handling of inquiries via phone, email, chat, and social media.

Skills

Leadership

Coaching

Team-building

Communication

CRM systems

Call center software

Reporting tools

Performance metrics

Microsoft Office 365

Tools

QueSee

Job description

Socket Fiber in Missouri is seeking a Customer Service Manager to lead and develop a team delivering exceptional service to residential and business fiber subscribers. You will oversee daily operations, ensure quality standards, resolve escalated issues, and implement strategies to boost satisfaction, retention, and efficiency.

The role demands strong leadership, telecom knowledge, and a passion for service in a fast-paced environment.