At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

We are looking for an experienced Supervisor, Customer Advocacy within the Channel Operations group to join our growing Mass Markets team! As a Supervisor, Customer Advocacy, you will establish a positive, motivated team committed to advocating for our customer’s needs.

The Customer Advocacy team focuses on resolving executive level customer complaints filed with various executive officers and state or federal agencies. By communicating our policies, procedures, and objectives for proper escalation handling and resolution, you will ensure a high level of quality and productivity is maintained.

Are you excited to use your skills and expertise to help sustain one of our most critical support teams? Join us as we strive to create a flawless customer experience through understanding and supporting the customers’ journey.

As a Supervisor, Customer Advocacy, your duties and responsibilities will include:

• Monitor team performance. Provide supervision and support to work functions assigned within the position’s area of responsibility, including complaint case workflow management.
• Ensure that adequate staffing is in place to manage the work function assigned to the position’s area of responsibility
• Monitor team Quality Assurance levels, to ensure quality standards are met
• Monitor individual employee performance on an ongoing basis. Responsible for conducting formal reviews with employees under this position’s supervision, as required in the Company’s policy on performance evaluation.
• Ensure teams are meeting service level, productivity, quality, and customer advocacy requirements
• Respond to and resolve escalated customer issues using sound judgment with an emphasis on customer satisfaction
• Monitor, evaluate, and take corrective action necessary to meet or exceed objectives assigned to his or her area of responsibility by the Manager.
• Assist in planning and implementing new procedures promptly, allowing employees the ability to fulfill their responsibilities
• Support employee development through training, coaching and regular feedback
• Assist in the selection and training of new employees within the team
• Assist leadership in performing root cause analysis to determine the best path forward to create excellence in customer service standards
• Excellent verbal and written communications skills, comfortable interfacing with executives and leadership personnel

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree or equivalent education and relevant customer service experience
• 3+ years leadership experience
• Prior experience in a customer-facing environment
• Ability to handle a high-volume customer contact in an evolving environment
• Ability to gather, interpret and communicate department productivity statistics and the status of key initiatives to management on a routine basis
• Ability to work various shifts, including evenings, mandatory overtime, and holidays if necessary

#LI-SS1

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We are opening a new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area who are interested in a hybrid remote/office work arrangement. As always, however, we are also open to providing sensible remote options to talent outside of the Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer