Supervisor, Customer Success

Company Summary

Join Commnet, a pioneering force that has been the backbone of rural networks in the United States for decades. At Commnet we prioritize enabling and delivering high-quality broadband communication services that enable Tribal and Rural America to thrive. At the heart of our mission lies a passion for digital inclusion and life transformation, offering more than connectivity – we’re dedicated to fostering equality of opportunity through access to essential services. Our culture is built on a foundation of trust and ownership, where our passion for our customers and communities shines through our customer-centric approach. With open and effective communication, we champion a “win together” mindset, celebrating every victory as a step towards a connected and empowered rural America.

Job Profile Summary

The Customer Success Supervisor plays a pivotal role in the telecom call center, overseeing inbound sales, customer care, dispatch, retention, and provisioning functions. This hands-on supervisor ensures seamless service delivery to support technicians and promptly resolves customer escalations. Operating within a working supervisor capacity, they actively engage in taking calls while supervising the team. Proficient in policies, procedures, and systems related to service orders, billing, and collections, they optimize processes to enhance efficiency. Assigning tasks to maintain service standards and meet objectives, they lead by example, providing guidance and support to the team. With a focus on continuous improvement, they document service activities and compile reports for management. Additionally, they undertake delegated responsibilities to drive customer success and satisfaction.

Duties and Responsibilities (included but not limited to):

• Supervise and support a team in delivering high-quality service across inbound sales, customer care, dispatch, retention, and provisioning functions.
• Actively engage in taking calls alongside team members, leading by example in providing exceptional service.
• Handle escalated customer issues and Tier II escalations promptly and effectively, ensuring timely resolution and customer satisfaction.
• Optimize service order systems, routing and scheduling, billing processes, and payment collections to enhance efficiency and accuracy.
• Assign tasks and prioritize workload to maintain service standards and meet organizational objectives.
• Provide guidance, training, and mentorship to team members to develop their skills and ensure consistent performance.
• Document customer interactions, service activities, and resolutions, compiling insightful reports for management review.
• Other duties as assigned.

Required Qualifications:

• Minimum Years Experience: 4 - 6 Yrs.
• Minimum Education: High School / Trade School or equivalent experience.
• Embody and demonstrate our company values: Foster Trust, Effective Communication, Customer Centricity, Own It, Win Together.
• Proven experience in a telecom call center environment, with a strong understanding of inbound sales, customer care, dispatch, retention, and provisioning processes.
• Demonstrated leadership skills, with the ability to effectively supervise and support a team in a fast-paced working environment.
• Excellent communication and interpersonal skills, with the ability to handle escalated customer issues tactfully and professionally.
• Proficiency in relevant software systems, including service order systems, billing systems, and customer relationship management (CRM) tools.
• Strong problem-solving abilities and the capacity to prioritize tasks to meet service standards and organizational objectives.

Preferred Qualifications:

• Previous experience in a working supervisor role within a telecom call center environment, where the candidate actively engaged in customer interactions while supervising a team.
• Familiarity with industry-specific tools and technologies used in telecom call center operations, such as ticketing systems, IVR (Interactive Voice Response), and workforce management software.

Compensation & Benefits:

• Compensation is determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.
• Benefits: Commnet is proud to offer a comprehensive suite of benefits to all regular full-time positions (hourly & salaried) to promote overall health, wellness, and financial security for you and your family. Benefits include health, vision, dental, HSA/FSA, life and AD&D, fitness reimbursement, short/long term disability coverage, parental leave, emergency travel assistance and 401k.
• Commnet employees have access to an Employee Assistance Program (EAP), which includes services such as 100% confidential counseling, financial information/resources, legal support, and general wellness.

A Note to Agencies All resumes submitted by search firms/employment agencies to any employee at Commnet Broadband (the Company) via email, the internet or in any form and/or method will be deemed the sole property of the Company, unless such search firms/employment agencies were engaged by the Company for this position and a valid agreement with the Company is in place. In the event a candidate submitted outside of the Company agency engagement process is hired, no fee or payment of any kind will be paid.

Equal Opportunity Employer/Veterans/Disabled

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Applicants must be authorized to work for any employer in the US.

ATN and its subsidiary companies are unable to sponsor or take over sponsorship of employment Visa.