Supervisor, Repair

Company Description

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!  

Job Description

Brightspeed is looking for a Supervisor, Repair to join our team!  As a Supervisor, Repair you will lead a team of associates in providing excellence in customer service and a great customer experience. You will assist your team in working with new and existing Brightspeed customers on resolving issues regarding their internet service. Brightspeed has an extensive training program to help achieve success. This is a full-time staff position (not contract) with outstanding benefits.  

As a Supervisor, Repair Your Responsibilities Will Include:  

• Leading, coaching and motivating a team of employees to consistently meet and/or exceed daily, weekly and monthly call center objectives 
• Clearly communicate call center and company expectations 
• Evaluate individual and team performance and provide meaningful feedback 
• Conduct regular team meetings to enhance teamwork and communicate process and procedure updates 
• Plan, execute and finalize assigned projects 
• Successfully manage competing priorities 
• Perform Quality Assurance Observations for team members and provide feedback 
• Ability to create a culture of empathetic, patient, knowledgeable, efficient, and gracious employees who serve our customers and exceed expectations 
• Utilize Microsoft Word and Microsoft Outlook to document and communicate business information to internal and external customers. 
• Utilize Microsoft Excel to create spreadsheets, generate department performance reports, and analyze report data 

Qualifications

What It Takes To Catch Our Eye: 

• Bachelor’s Degree in Business or a related field and/or 5 years related work experience managing employees 
• Experience leading teams of employees 
• Recent experience in coaching and leading employees to meet the needs of our customers 
• Verbal and written communication skills, self development orientation, initiative, delegation, development of subordinates and setting of work standard 
• Knowledge of various computer systems 
• Ability to read and interpret service orders and repair requests. 
• Ability to motivate others, use good teamwork skills, including development of inter-departmental relationships and the ability to make complex decisions 
• Demonstrate high personal work standards 
• Customer service experience working with internal and external customers 
• Excellent interpersonal, written, typing and oral communication skills 
• Ability to motivate others, use good teamwork skills; including development of inter-departmental relationships 
• Ability to make complex decisions 
• Strong customer service skills working with both internal and external customers 
• Ability to quickly learn and navigate through multiple systems 
• Strong work ethic and self starter, able to work effectively in a fast paced call center environment 
• Strong knowledge of PC hardware/software and familiarity with data products and services 
• Strong knowledge of Microsoft Suite products (Excel, Word, Outlook, PowerPoint, etc) 
• Ability to analyze and reconcile data of a complex nature from multiple sources 

#LI-HR1

Additional Information

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 have a brand 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. 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