Customer Service Manager

Socket Fiber is one of the fastest growing fiber internet providers in Missouri, Illinois, Arkansas and Tennessee and is dedicated to building and expanding high-speed fiber optic networks that connect communities. Socket Fiber is a company with more than 25 years of experience. We are committed to innovation, quality, and delivering exceptional service to our customers. Join our dynamic team and help shape the future of connectivity!

The Customer Service Manager is responsible for leading and developing the customer service team to deliver exceptional customer experience to residential and business fiber internet subscribers. This position oversees daily customer support operations, ensures service quality standards are met, resolves escalated customer issues, and implements strategies to improve customer satisfaction, retention, and operational efficiency.

The ideal candidate possesses strong leadership skills, knowledge of the telecommunications industry, and a passion for delivering outstanding customer service in a fast-paced environment.

Key responsibilities include:

• Lead, coach, and develop a team of customer service representatives and supervisors.
• Establish performance goals and key performance indicators (KPIs) for the customer service department.
• Conduct regular performance evaluations, coaching sessions, and employee development activities.
• Foster a positive, customer-focused culture emphasizing accountability and continuous improvement.
• Utilize Que See software to manage customer experience and process development

• Ensure timely and professional handling of customer inquiries via phone, email, chat, and social media.
• Monitor customer interactions to maintain high service quality standards.
• Resolve escalated customer complaints and complex service issues.
• Develop and implement customer satisfaction improvement initiatives.
• Analyze customer feedback and identify opportunities to enhance the customer experience.

• Oversee daily customer service operations and workflow management.
• Track and report on departmental metrics, including:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Call Resolution (FCR)
• Customer Retention
• Average Handle Time (AHT)
• Service Level Agreements (SLAs)
• Restoration/Damage Claim Ticket Resolution (Time to Restore)

• Create and maintain customer service policies, procedures, and training materials.
• Collaborate with technical support, network operations, sales, construction and field service teams to resolve customer issues efficiently.
• Identify process improvements that increase productivity and reduce customer effort.

• Maintain knowledge of fiber internet products, service plans, installation processes, billing practices, and network-related issues.
• Support customer communications regarding outages, service interruptions, maintenance activities, and service enhancements.
• Work closely with network and field operations teams to coordinate customer communications during service-impacting events.
• Ensure compliance with company policies and telecommunications industry standards.

• Prepare and present regular departmental performance reports to leadership.
• Analyze trends in customer contacts, service issues, and team performance.
• Recommend technology, training, and process improvements that enhance customer satisfaction and operational efficiency.
• Assist with implementation of customer service platforms, CRM systems, and quality assurance programs.

To be considered for this role, you'll need the following required 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.
• Strong organizational and time management skills.
• Proficiency with Microsoft Office 365 applications.
• Ability to sit for extended periods while working at a computer.
• Occasional travel to company offices, training events, or community functions.
• Ability to perform duties in a standard office environment.

Preferred Qualifications:

• 5+ years of customer service experience.
• 3+ years of leadership or management experience.
• Experience in telecommunications, internet service providers (ISP), fiber broadband, cable, or related industries preferred.
• Experience managing customer support teams in a fast-paced environment.

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• First Contact Resolution (FCR)
• Service Delivery Indicators
• Service Level Achievement
• Employee Engagement and Retention
• Escalation Resolution Rate

A successful Customer…