Manager, Technical Care Center - Full-time

Clearwave Fiber is dedicated to serving our customers, communities, and colleagues, striving to build something remarkable and fulfill our mission of empowering people and communities to thrive through connectivity. We're seeking a Technical Care Center Manager who will take charge, tackle challenges head-on to streamline processes, and consistently deliver exceptional customer experiences! If you're located in Georgia, Florida, Illinois, or Kansas, this could be the opportunity you've been waiting for!

As the Technical Care Center Manager overseeing the Technical Assistance Department for both internal and external customers, you'll be deeply engaged, leading by example, and inspiring a customer-centric team. Your primary focus will be on ensuring every customer interaction results in delight, fostering a positive team environment conducive to maximum productivity, performance, and results. You'll oversee the day-to-day operations of the Technical Assistance Center, maintaining professionalism and cooperation across departments. Your responsibilities will include hands-on management of customer surveys, inbound and outbound calls, ticket queues, emails, chats, and any other support necessary for residential and business customers in the Contact Center, all while upholding high standards of productivity, quality, and customer service.

What You'll Do:

• Lead and inspire a customer-focused team in the technical assistance department, ensuring every interaction results in customer delight.
• Create a positive work environment that fosters teamwork, productivity, and performance.
• Manage day-to-day operations of the Technical Assistance Center, maintaining high standards of productivity, quality, and customer service.
• Identify and drive improvements to enhance the customer and employee experience.
• Set goals and objectives for the department to align with company objectives.
• Act as a liaison for change management and effectively communicate business initiatives to the team.
• Prepare and deliver operational reports, identifying trends and opportunities for growth.
• Builds and executes on comprehensive product lifecycle plans, including marketing plans, product positioning strategies, and market-specific marketing plans where applicable.
• Strives to ensure that department is operating within or under expense budget.
• Evaluate staffing levels and training needs to meet company goals.
• Completes annual and semi-annual reviews of colleagues. Makes wage and salary recommendations for the same.
• Lead a team of approximately 40 associates, providing guidance and support.
• Demonstrate flexibility to work non-standard hours as needed for a 24/7 department.

What You'll Need:

• Minimum 5 years of telecommunications experience in a Call Center Technical Support function for both Business and Residential for voice, video and internet.
• Bachelor's degree or equivalent work experience.
• Strong relationship building, sales skills, and business acumen including responsiveness and technical understanding of customers' present and future needs
• Excellent interpersonal, verbal, and written communication skills.
• Strong analytical skills and familiarity with contact center management best practices.
• Proficiency in MS Word, Excel, and PowerPoint.
• Self-motivated with the ability to excel in a high-profile position.
• Knowledge of video, internet, and telephone technologies.
• Experience creating policies, procedures, and workflow processes.
• Ability to travel between call centers and office locations, as well as vendor sites.

Additional Qualifications:

Must meet the Home Office Requirements below to qualify for remote / work from home positions:

• Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors
• Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]

Unlock Your Potential with Clearwave Fiber

At Clearwave Fiber, we recognize the invaluable contributions of our associates in propelling our company forward. As a token of our appreciation, we offer an exceptional benefits package designed to honor your dedication and support your wellbeing.

Elevated Benefits Package:

Performance-Based Rewards: Join our team and unlock a rewarding career path with our performance-based rewards system, featuring a competitive compensation package that includes a base salary and short term and long-term bonus plans.

Comprehensive Health Coverage: From day one, access medical, dental, and vision plans to safeguard your health and that of your loved ones.

Financial Security: Enjoy company-paid life insurance, with options for additional coverage, alongside company contributions to HSA/HRA accounts, with an FSA plan available.

Generous Time Off: Recharge and rejuvenate with up to 20 days of paid time off in your first year, ensuring a healthy work-life balance.

Investment in Your Future: Participate in our 401(k) with matching contributions, vested upon hire, paving the way for a secure financial future.

Safety Nets: Benefit from company-paid short-term and long-term disability plans and an Employee Assistance Plan for added peace of mind.

Enhanced Perks:
Connectivity Benefits: Enjoy complimentary Clearwave Fiber services if you reside within our service area, bringing high-speed connectivity to your fingertips. In addition, you are provided with a laptop and cell phone and mileage reimbursement.

Recognition & Support: Join our Clearwave Connections program, where associates are celebrated for their contributions, and access 24/7 Health Advocate support at no cost to you.

Wellness & Protection: Explore voluntary plans for accident, critical illness, hospital indemnity, and legal services to further safeguard your health and financial wellbeing.

Collaborative Environment: Thrive in a supportive and collaborative work culture that values diversity, inclusion, and teamwork.

Our Core Values:
Purpose - We are about more than ourselves.

Ownership - We are owners.

Courage - We embrace challenge.

Resourcefulness - We find a way.

Simplicity - We focus on what matters.

About Us:

Clearwave Fiber, a leading provider of 100% Fiber Optic Internet services, is expanding its network across the Midwest and Southeast regions. Backed by strong investment partners including Cable One, GTCR, Stephens Capital, and The Pritzker Organization, we are committed to delivering cutting-edge technology and unparalleled customer service. Join our team of over 300 colleagues dedicated to shaping the future of connectivity.

Pre-hire Assurance:Rest assured, Clearwave Fiber prioritizes the safety and security of our associates and customers. Job offers are contingent upon successful background checks, drug screenings, and reference checks. Once cleared, embark on a fulfilling and rewarding career journey with us.

Equal Opportunity Employer:Clearwave Fiber is proud to be an Equal Opportunity Employer, fostering a diverse and inclusive workplace.

Join the Clearwave Fiber Family:
If you're passionate about delivering extraordinary customer service and thrive in a remote work environment, we'd love to hear from you. Join our team at Clearwave Fiber and be a part of something great.

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