Supervisor, Technical & Customer Service

We are excited to add this position to our growing team! LiveOak Fiber employees enjoy 100% company-paid medical, dental, vision benefits, as well as bonus potential. At LiveOak Fiber, you will be part of a team that values your ideas, contributions, and career growth. Our offices are located just minutes from the beautiful Emerald Coast of Florida and the gorgeous Golden Isles of Georgia. The following is an overview of the role and what we are looking for in a successful candidate.

Position Overview & Purpose

The Supervisor, Customer Service at LiveOak Fiber plays a critical role in overseeing the day-to-day operations of the customer service team. This position is responsible for ensuring the delivery of exceptional customer service, resolving escalated customer issues, and supervising the customer service representatives to meet performance goals. The primary purpose is to enhance customer satisfaction and ensure the smooth operation of the customer service department.

Essential Duties & Responsibilities

1.       Customer Service Leadership

• Supervise and support the daily activities of the customer service team.

• Manage the performance of in-house customer service coordinators and call center partners.

• Set the tone for the team and lead by example, taking customer calls when necessary and resolving escalations as needed.

2.       Team Building and Development

• Hire, train, and develop the customer service team.

• Provide coaching, guidance, and support to empower the team to achieve their performance goals.

• Build the customer service organization from the ground up, continuously improving practices and procedures.

3.       Performance Monitoring and Metrics

• Generate daily and weekly metrics to track team performance and identify areas for improvement.

• Monitor and evaluate team performance, providing constructive feedback as needed.

• Analyze customer service data to drive improvements and optimize the customer experience.

• Partner with Quality Assurance and Training representative to ensure technical and soft-skill training requirements are met.

4.       Customer Issue Resolution

• Ensure the delivery of exceptional customer service by resolving escalated customer issues.

• Develop and document customer service guidelines to standardize responses and improve efficiency.

• Work with product, sales, and field services teams to address customer concerns and improve satisfaction.

5.       Process Optimization

• Identify opportunities to streamline and enhance customer service processes.

• Implement best practices and standards to improve efficiency and effectiveness.

• Continuously evaluate and refine customer service methodologies and tools.

6. Collaboration and Communication

• Collaborate with other departments, including product development, sales, and operations, to optimize the customer experience.

• Foster a culture of collaboration and teamwork across the organization.

• Serve as the face and voice of the customer service organization, representing it in meetings and communications.

Knowledge, Skills & Abilities

•         Strong leadership and team management skills.

•         Excellent communication and interpersonal abilities.

•         Proficiency in customer service software and tools.

•         Problem-solving and conflict resolution skills.

•         Ability to multitask and manage time effectively.

•         Empathy and patience in handling customer concerns.

•         Attention to detail and accuracy in documentation and reporting.

Basic Qualifications & Competencies

•         Associate degree or equivalent education.

•         3+ years of experience in a customer service role, with at least 1 year in a supervisory capacity.

•         Familiarity with customer service software and systems.

•         Excellent verbal and written communication skills.

•         Must be able to provide proof of eligibility to work in the U.S.

Preferred Qualifications & Competencies

•         Bachelor's degree in Business Administration, Communications, or a related field.

•         Experience in the telecommunications or ISP industry.

•         Knowledge of fiber optic technology and services.

•         Certification in customer service management or a related field.

• Working in or supervising a customer service call center

Physical Demands & Working Environment

• Walking- up to 40%

• Standing- up to 40%

• Reaching- up to 10%

• Lifting and/or bending- up to 10%

• Work environment- indoors and outdoors

• Able to lift up 45 pounds.

• Travel: 10%

STATEMENT

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully. 

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position.  The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

We are an Equal Opportunity Employer. At LiveOak Fiber, we are committed to creating a diverse environment and are proud to promote inclusiveness in everything we do. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws. LiveOak Fiber is also committed to compliance with the Americans with Disabilities Act (ADA).  

Our workplace is committed to promoting a safe and healthy environment for all employees. Therefore, we maintain a drug-free workplace policy to ensure the well-being and productivity of our team.