Customer Service Lead

GATEWAY FIBER OPERATING LLC•Innsbrook, MO

About The Position

Wanrack is seeking an outstanding individual to fill the role of Customer Service Lead. Wanrack is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Wanrack is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Wanrack plans to reach 500,000 homes and businesses with its service over the next several years. Wanrack provides faster, more reliable internet with a simple pricing model and industry-leading customer service. Wanrack's Beliefs About People: Wanrack believes that people want to know they are cared for both professionally and personally at work. We need a clear vision for where the company is going and how we can contribute to it. At Wanrack, we look out 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. Wanrack's beliefs about people shape the company and the way we do business. Expected Outcomes and Requirements: With Wanrack's rapid growth comes aggressive plans to construct Wanrack's network and 10x customer growth over the next 12 months. Wanrack is hiring a Customer Service Lead to support this growth and maintain the highest level of customer service Wanrack is proud to offer and leverages to differentiate us from the competition. The Customer Service Lead will thrive as a working manager and is expected to contribute in the following significant ways:

Requirements

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 a positive phone demeanor.
Proficiency (MS Office-Word, Excel, Outlook).
High school diploma or equivalent.
Ability to work independently and make sound decisions.

Responsibilities

Lead a team of 4-6 customer service representatives while cultivating a positive customer-centric culture.
Coach and develop a high performing team by providing clear expectations, conducting regular 1:1 meetings, and offering ongoing feedback to support growth and accountability.
Foster and sustain a culture of collaboration, customer centricity, and continuous improvement.
Be the internal champion for our customers by communicating customer feedback throughout the organization.
Handle, facilitate, and own the processes of timely responses to customer requests.
Develop, implement and utilize best practices to enhance and solidify Wanrack's customer experience commitment.
Create effective onboarding and 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 exceed Wanrack's quality goals.
Play a key role in maintaining and improving Wanrack'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.