Supervisor, Out of Territory

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.

Brightspeed has an exciting opportunity for Analyst II! As an Analyst II, you will be developing fundamental theories, principles, and concepts.

Job Description

Brightspeed is looking for an experienced Supervisor, Out of Territory to join our team! The Supervisor Out of Territory is accountable for managing the partnership with the contract company conducting all installation and repair efforts to residential customers and enterprise business products and services, as well as network maintenance and repair to the core and local network within their geographic area. This role will drive work to resolve large events such as outages and quality issues. Strong leadership and collaboration skills are required. This position is also actively involved in community and organizations that help strengthen communities and the Brightspeed brand. This position will be responsible for driving the culture of keeping our promises to our customer; delivering quality service when promised. Always employing the mindset of exceeding customer expectations.

Internally, as a Supervisor, Out of Territory, you will be in contact with all division departments to coordinate input and completion of projects; gain information on expenditures or purchases within assigned geography; keep an open line of communications on contractor performance and ensure any issues are resolved; and to deal with any other matters that need attention.

Externally, you will be the first line contact with customers and technicians to answer questions and resolve problems. This position will be the key enabler to driving a superior customer.

As a Supervisor, Out of Territory, you will be scheduled on a rotation basis and pager duty will be required. You may also be required to work mandatory overtime and holidays.

As Supervisor, Out of Territory your responsibilities will include :

Delivering Excellent Customer Service

• Foster an environment that is focused on meeting promises, delivering quality service, and robust / frequent customer communication.
• Resolve customer, executive, and regulatory escalations and complaints with appropriate follow-up and communication. Learn from complaints and escalations to drive continuous improvement.
• Resolve and eliminate issues that contribute to long duration outages and chronic conditions with a primary focus on reducing costs through alternative solutions.
• Provide ongoing observations and coaching to contract companies to ensure they are skilled and tooled and are successfully installing and repairing Brightspeed's fiber services meeting not only the technical requirements but also the customer interaction requirements for every contact.

Build the Best Fiber Network

Enable and Invest in Employees

Operational and Financial Independence

Leadership

Qualifications

WHAT IT TAKES TO CATCH OUR EYE :

#LI-GF1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging are at the center of our grounding belief inBeing Real .

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability / veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices :