Core Fiber

Director of Customer Service

US$120,000-$155,000Posted 14 days ago

RemoteFull-Time Customer Service & Care $150k-$199k

Job Description

***This is a remote position with preference given to candidates based in or near Loveland, Colorado. Periodic travel to company offices and markets may be required.***

About Core Fiber

Core Fiber Partners is a growing telecommunications company dedicated to delivering reliable, high-speed internet and connectivity solutions to the communities we serve. Through our family of regional brands, we focus on building strong local relationships while providing the technology and infrastructure customers depend on every day.

We operate across multiple states, bringing fiber-forward innovation, dependable service, and customer-focused support to residential and business clients alike. Our team is committed to expanding broadband access, improving network performance, and ensuring our customers stay connected to what matters most.

At Core Fiber, we believe our people are the foundation of our success. We foster a culture built on accountability, collaboration, and continuous improvement. Whether in the field, supporting customers, or driving strategy behind the scenes, every team member plays a vital role in delivering exceptional service and strengthening the communities we serve.

If you’re looking to grow your career in a fast-paced, evolving industry where your work makes a real impact, Core Fiber Partners may be the right place for you.

Position Summary

The Director of Customer Service is responsible for developing and leading a high-performing customer service department that delivers exceptional experiences at every stage of the customer journey. This role oversees customer service strategy, customer support operations, customer retention, billing support functions, third-party call center partners, team performance, and continuous improvement initiatives while ensuring service standards align with Core Fiber's strategic objectives and growth initiatives.

The Director of Customer Service directly leads the Customer Service Supervisors and the Customer Retention specialist, and oversees Customer Service Advisors and Front Desk & Billing Support Representatives through the Customer Service Supervisors. This position serves as the senior leader responsible for customer experience, customer satisfaction, service quality, retention, and customer advocacy across the organization.

The ideal candidate is a strategic and hands-on leader who combines strong people leadership with operational discipline, customer empathy, and a data-driven approach to improving customer satisfaction, loyalty, and retention. This role partners closely with executive leadership, Sales, Marketing, Field Operations, Network Operations, and Finance to ensure the voice of the customer is represented in business decisions and operational planning.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following

Customer Service Strategy

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.

Leadership & Team Development

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.

Customer Experience & Retention

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.

Operations & Performance

Oversee day-to-day customer service operations and ensure consistent, high-quality service delivery.
Establish and monitor key performance indicators such as:
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Retention Rate
Customer Churn
First Contact Resolution
Average Handle Time
Average Speed of Answer
Average Hold Time
Call abandonment Rate
Ticket First Response Time
Ticket Resolution Time
Text and Chat Response Time
Open Ticket Backlog
Service Level Performance
Quality Assurance Scores
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.

Billing Support & Account Management

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.

Technology & Process Improvement

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.

Cross-Functional Collaboration

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.

Minimum Qualifications (Knowledge, Skills, and Abilities)

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.
Experience managing third-party or outsourced call center vendors preferred.
Telecommunications, broadband, or ISP industry experience preferred.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Primarily remote with frequent use of computers, phones, and customer management systems.
Ability to travel to regional offices and customer service locations.
Fast-paced environment requiring attention to customer escalations and operational priorities.
Requires occasional availability outside of standard business hours for escalated customer service matters, including participation in the on-call rotation.

Job Type: Full-time

Pay: $120,000.00 - $155,000.00 per year