Coach, Home Services

Our Vision:
Be the best at what we do. Our Mission:
Improve lives through technology.

“Customer Inspired” isn’t our slogan — it’s our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customers’ lives. It’s a challenging goal, but we have a winning team that is looking to grow.

This role is responsible for leading and supporting a team of Home Services Advocates while directly influencing customer experience, operational performance, and service reliability. As a Coach, Home Services, you will serve as both a people leader and an operational first responder—guiding frontline teams, resolving customer-impacting issues, and ensuring performance excellence across service delivery, automation, and digital pathways.

• Lead, coach, and supervise a team of Home Services Advocates, ensuring performance aligns with organizational goals and KPIs
• Drive operational excellence across metrics including NPS, attendance, AHT/efficiency, contacts per rep, and schedule adherence
• Monitor Avaya real-time statistics daily to manage call volume, staffing needs, and performance levels
• Serve as a first responder for high-level technical and service issues, escalating to Tier 2, Tier 3, or NOCC as required
• Oversee the Home Services support queue to ensure timely resolution of all customer touchpoints
• Identify, monitor, and escalate systemic issues impacting product usability or customer experience
• Partner cross-functionally with Retail, Field Dispatch, Network Operations, and Technical teams to resolve customer-impacting issues
• Coach, develop, and hold team members accountable for performance, behavior, and policy compliance
• Support hiring, onboarding, cross-training, and succession planning within the team
• Maintain controls to protect company assets and minimize risk or fraudulent activity
• Assist with FTTH initiatives, including escalations related to video, internet, phone, porting, and equipment issues
• Act as a liaison between departments and executive stakeholders for high-visibility escalations
• Maintain and manage Open Issues and Outage processes, assisting Tier 3 as needed
• Identify opportunities for automation and process improvement through trend analysis and data tracking
• Support daily operational needs including team questions, meetings, and compliance enforcement
• Perform additional duties and projects as assigned

This position is a critical leadership role within Home Services, combining people leadership, technical acumen, and customer advocacy. From this role, you will gain deep exposure to service operations, technology delivery, and cross-functional leadership across C Spire.

As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external candidate experience. To support our Home Services team, you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement.

In Addition To That, We Require

• High school diploma or recognized equivalent
• 4+ years of customer service management experience
• Prior experience in call center and/or telecommunications environments
• Strong ability to lead teams, manage KPIs, and drive accountability
• Ability to troubleshoot advanced technical issues independently
• Experience with service provisioning, maintenance, and backend support systems
• Strong communication, reading, writing, and typing skills
• Professional presence and ability to engage internal and external stakeholders
• Proficiency with Microsoft Excel and Microsoft Word

We Will Give Special Consideration To Candidates Who Have

• College degree or progress toward a degree
• Advanced technical background (IOS, Windows, networking, routers)
• Experience leading FTTH-related initiatives
• Proven success implementing automation and process improvements

A great workplace needs more than dental coverage, though we provide…