Customer Experience Manager

Customer Experience Manager

Wi-Fiber Salt Lake City Metropolitan Area

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Wi-Fiber is seeking a Customer Experience Manager to lead our customer service team dedicated to providing WOW experiences for our internet subscribers across 8 states.

This is an exciting opportunity to manage operations within a rapidly growing technology startup and take ownership of shaping the customer service experience across the company.

Join the company awarded #1 as Best Internet Service Provider (ISP) in Northern Utah for three years in a row.

Total Compensation:
This role offers $50-70k a mix of Salary, Bonus and Base Pay.

• Call Center Operations: Oversee daily operations of the call center teams across 7 states, ensuring timely and efficient customer service. Manage team performance, staffing, and schedules to meet KPIs and service levels.
• Own the Customer
  
  Experience:
  
  Take ownership of the customer experience across the company. Direct the call center's reporting processes, phone systems, and scripts to ensure they align with company goals and provide a WOW experience for customers—one of our core values.
• Team Leadership: Provide coaching and support to customer service representatives, fostering a positive work environment and ensuring each team member is equipped to handle customer inquiries effectively. Lead remote and in-office teams.
• Quality Assurance: Monitor and evaluate call center agents' performance, including call quality, customer interactions, and adherence to policies and procedures. Implement improvements based on feedback and data.
• Customer Service Excellence: Handle complex or escalated customer issues related to billing, technical support, scheduling, and more, ensuring resolution that meets or exceeds customer expectations.
• Data Management & Reporting: Maintain and analyze call center data, including call volume, resolution times, and customer satisfaction metrics. Oversee the creation and distribution of reports, ensuring transparency and accurate tracking of performance.
• Operations Management (Dispatch, Inside Sales, & Network Support): Oversee a combined team responsible for dispatching field technicians for installations, service calls, and maintenance; handling inbound sales leads, providing quotes, and following up with potential customers; and monitoring network performance, reporting outages or service interruptions to NOC technicians, ensuring minimal downtime and swift resolutions.
• Collaboration: Work closely with the sales, technical, and field teams to ensure a seamless customer experience across all regions. Collaborate to address recurring issues and implement process improvements.
• Training & Development: Lead the onboarding and continuous training of call center agents, ensuring they are well-equipped with the tools, knowledge, and support to succeed.
• On-Call Availability: Be available around the clock to address emergencies, including system outages, urgent customer issues, and any unexpected challenges that may arise.
• Other related duties as assigned.

• Experience in Leadership of experience in a call center management role, ideally overseeing teams across multiple locations or states.
• 2+ years of management experience in a call center environment.
• Ability to direct and implement processes related to call center reporting, phone systems, scripts, dispatch, inside sales, and network support to optimize efficiency and customer experience.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-first mindset.
• Ability to analyze performance data and make data-driven decisions.
• Ability to adapt to changing priorities and a fast-paced environment.
• Basic understanding of networking or internet service is a plus.
• Eagerness to learn and grow within the company.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds occasionally.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Wi-Fiber Inc. will be based on merit, qualifications, and abilities. Wi-Fiber Inc. does not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, marital status, age, disability, military service, veteran status, genetic information, or any other characteristic protected by law.