Director of Customer Service

Core Fiber is seeking a Director of Customer Service to lead customer service strategy, operations, retention, billing support, and third-party call center partnerships. The role oversees customer experience, team performance, and continuous improvement while partnering across the organization to improve satisfaction, loyalty, and retention.

Responsibilities:

• Develop and execute a comprehensive customer service strategy aligned with company goals, growth initiatives, and customer expectations
• Establish and document service standards, policies, procedures, and performance expectations across all customer-facing teams
• Identify opportunities to improve the customer journey and reduce points of friction throughout the customer lifecycle
• Serve as the voice of the customer within the organization and advocate for customer-focused decision making
• Partner with executive leadership to align customer experience initiatives with company objectives
• Develop programs and initiatives that improve customer satisfaction, retention, loyalty, and brand perception
• Drive continuous improvement initiatives through customer feedback, quality assurance reviews, and operational analytics
• Directly lead and manage the Customer Service Supervisors and Customer Retention Specialist, and oversee Customer Service Advisors, Front Desk & Billing Support Representatives, through the Customer Service Supervisors
• Lead, mentor, and develop customer service leaders and team members
• Establish and maintain an ongoing training program for internal and third-party customer service teams, covering soft skills, de-escalation, technical knowledge, troubleshooting, products and services, systems, and policies, including new-hire onboarding and recurring refresher training as services and process evolve
• Measure training effectiveness through quality assurance results and performance metrics, and adjust training content as needed
• Build a culture centered on accountability, empathy, responsiveness, professionalism, and continuous improvement
• Establish performance goals and conduct regular coaching, performance reviews, and career development discussions
• Develop staffing plans and organizational structures that support growth and service-level expectations
• Recruit, retain, and develop high-performing customer service talent
• Ensure leadership consistency and accountability throughout all customer service functions
• Champion a customer-first culture throughout the organization
• Develop and oversee customer retention strategies designed to reduce churn and strengthen customer loyalty
• Monitor customer feedback, customer surveys, online reviews, and customer trends to identify improvement opportunities
• Manage escalated customer concerns and ensure timely resolution of complex issues
• Establish and maintain an effective escalation process for high-priority customer concerns
• Partner with Field Operations and Network Operations to identify and address root causes of recurring customer issues
• Monitor customer satisfaction and implement initiatives that improve the overall customer experience
• Oversee day-to-day customer service operations and ensure consistent, high-quality service delivery
• Establish and monitor key performance indicators such as:
• Analyze customer service trends and operational metrics to identify opportunities for improvement
• Develop and document scalable processes that increase operational efficiency and productivity
• Ensure inquiries, service requests, billing concerns, and customer escalations are resolved promptly and professionally
• Maintain an accurate, up-to-date knowledge base, call scripts, and trouble shooting guides for internal and third-party agents
• Ensure customer service practices comply with applicable requirements related to customer privacy (including CPNI), payment card security, and call recording consent
• Lead workforce planning and resource allocation efforts to support service demands
• Own the relationship with and manage third-party call center partners, including performance expectations, service-level agreements, overflow and after-hours coverage, quality monitoring, training alignment, and regular performance reviews
• Develop, maintain and manage the customer service on-call schedule to ensure appropriate after-hours coverage for escalations, outages, and service-impacting events
• Oversee Front Desk & Billing Support functions related to customer account maintenance and billing support
• Partner with the Finance team to improve customer billing experiences and communication
• Monitor trends related to billing inquiries, payment issues, and account concerns
• Develop processes that promote accuracy, consistency, and positive customer interactions related to account management
• Evaluate and optimize customer service systems, CRM platforms, and customer-facing technologies
• Partner with Information Technology and Operations teams to improve customer-facing processes and workflows
• Identify opportunities for automation, self-service tools, and technology enhancements that improve efficiency while maintaining a personalized customer experience
• Utilize operational reporting and customer analytics to support decision making and continuous improvement initiatives
• Administer and manage the company’s Dialpad contact centers, including call queues, routing rules, hours of operation, agent assignments, and IVR menus and call flows
• Monitor real-time and historical contact center statistics to manage queue performance, staffing, and service levels
• Configure and maintain call recording and call review settings so the Director and Customer Service Supervisors regularly review a sample of calls for quality assurance and coaching
• Update IVR messaging and call routing during outages, maintenance windows, and other service-impacting events to keep customers informed
• Manage Sonar settings related to customer service, including ticketing configuration, ticket categories, workflow, and customer service reporting
• Collaborate closely with Sales, Marketing, Field Operations, Network Operations, and Finance
• Communicate customer trends, concerns, and opportunities to executive leadership
• Support service launches, operational initiatives, and growth projects by ensuring customer service readiness
• Establish effective communication and handoff processes between customer-facing and operational teams
• Present customer service performance, customer insights, retention trends, and recommendations to executive leadership

Requirements:

• Bachelor's degree in Business Administration, Communications, Management, or related field, or equivalent experience
• 7+ years of progressive customer service, customer experience, or contact center leadership experience
• Experience developing and monitoring customer service KPIs
• Strong leadership, communication, coaching, and conflict-resolution skills
• Experience utilizing CRM, ticketing, and billing systems (sonar preferred), reporting tools, and workforce management platforms
• Hands-on experience administering cloud contact center platforms (Dialpad preferred), including queues, routing, IVR configuration, call recording, and real-time and historical reporting
• Strong technical and computer skills, including intermediate to advanced Excel proficiency (e.g., formulas, pivot tables, and data analysis) and the ability to quickly learn and manage new systems
• Working knowledge of residential and business internet services and basic troubleshooting, or the ability to quickly acquire it
• sonar preferred
• Dialpad preferred
• Experience managing third-party or outsourced call center vendors preferred
• Telecommunications, broadband, or ISP industry experience preferred