Customer Service Lead

Gateway Fiber•O’Fallon, MO

2d•Onsite

About The Position

Gateway Fiber is seeking an outstanding individual to fill the role of Customer Service Lead. Gateway is a rapidly growing—private equity-backed—residential fiber broadband internet provider. As data requirements for residences and businesses continue to expand, Gateway is creating a leading, national fiber-to-the-home platform to serve this critical unmet need in our communities. Gateway provides a faster, more reliable internet paired with a simple pricing model and exceptional customer service. With the support of its financial sponsor, Crosstimbers Capital Group, the company is initially investing more than $150 million to build a future-proof network in Greater St. Louis and is actively developing plans to expand nationally. Gateway’s Beliefs About People: Gateway 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 Gateway, 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. 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 to construct Gateway’s network and 10x customer growth over the next 12 months. Gateway is hiring a Customer Service 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 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 Gateway Fiber’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 Gateway’s quality goals.
Play a 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.