Director- Construction Relations

Job Summary

The Director – Construction Relations collaborates with our community leaders, city/town officials, news outlets, residents, businesses, and internal departments. Promoting Lumos brand awareness will be an integral responsibility for this position. This position will interface with Outside Plant field VPs, Directors, and Managers, ensuring communication channels remain open and issues are responded to and resolved timely. Works extensively with the Manager- Construction Success, focused on resident/business satisfaction during all Lumos build initiatives, documenting and resolving resident/business issues. Remote with up to 50% travel

Duties & Responsibilities

• Continuous engagement with area VPs, Directors, and Managers, ensuring issues are addressed timely and professionally.
• Attends city, community, town, and HOA meetings as required.
• Work with the city, community, town, and HOAs for active build areas, ensuring we are attending to all issues as they arise.
• Work with the Construction Success team on known issues, providing support to resolve issues timely.
• Ensures teams are aware of current field issues, Inquiries, and work together towards a satisfactory resolution.
• Focuses on meeting and maintaining consistent service levels.
• Carefully and thoroughly tracks performance.
• Works with residents and businesses to resolve issues related to all construction efforts and to create a win-win solution for the resident, business, and the company.
• Provides ongoing knowledge, instruction, and coordination of Customer Support.
• Responsible for Systems Management Data, along with special projects.
• Tracks daily, weekly, monthly KPI’s.

Most Critical Competency Categories:

• Visionary Leadership – Displays passion and optimism; Inspires respect and trust; mobilizes others to fulfill the vision; Provides vision and inspiration to peers.
• Interpersonal Skills – Focuses resolving conflict; Maintains confidentiality; Listens to others; Keeps emotions under control.
• Must be open to others’ ideas and tries new things.
• Managing People – Includes team in planning, decision-making, facilitating and process improvement.
• Takes responsibility for activities; makes self-available to others; Provides regular performance feedback.
• Develops skills and encourages growth.
• Solicits and applies customer feedback (internal and external)
• Ability to effectively present information in one on one and small group situations to residents, businesses, City, community, town leaders, HOA’s and other employees of the organization.
• Fosters quality focus in others; Improves processes, products, and services; continually works to improve one’s skills.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification, responds well to questions, demonstrates group presentation skills, Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Customer Support – Manages difficult or emotional situations; Responds promptly to resident/business needs; Solicits feedback to improve service; Responds to requests, inquiries, issues timely; Meets commitments.
• Planning/Organizing – Prioritizes and plans work activities, uses time efficiently; Plans for additional workload and schedule changes, sets goals and objectives; develops realistic action plans.

Qualifications

• Education:
  • High School Diploma or equivalent required.
  • Bachelor’s degree preferred.
  • Prior leadership experience preferred.
• Experience: 
  • 3-5 years – Experience working in a customer support centric environment.
  • Strong knowledge of Microsoft Applications.
  • Ability to lead and manage projects and tasks while effectively representing Customer Support is essential.
  • Strong Outside Plant Construction background preferred.
  • Knowledge and understating of Lumos operations teams, outside plant teams is preferred.
• Additional Skills and Proficiencies: 
• • Excellent problem-solving skills.
  • Demonstrated critical thinking practices.
  • Exceptional written, verbal, and interpersonal communication skills.
  • Enhanced knowledge of Microsoft office products.
  • Experience with call center metrics, call handling software, and tracking systems.

Benefits &