Customer Service Site Lead

Job Title: Customer Service Site Lead
 
Location: Fridley, MN
 
Start Date: Immediate 
 
About Gateway: 
Gateway Fiber is seeking an outstanding individual to fill the role of Customer Service Site Lead. Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.
 
Gateway’s Beliefs About People: 
Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. At Gateway, we lookout for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.  
 
Expected Outcomes and Requirements: 
Gateway Fiber is hiring a Customer Service Site Leader will oversee daily operations at Fridley, MN location managing a team that includes a Customer Service Representative, Scheduler, and Workforce Management Coordinator. This role combines operational responsibilities with leadership duties, ensuring efficient workflows, excellent customer service, and effective team collaboration. The Site Leader is a hands-on leader who fosters a positive and productive work environment while driving team and organizational success.

• Lead and manage the on-site team, including a Customer Service Representative, Scheduler, and Workforce Management Coordinator.
• Provide coaching, guidance, and support to team members to enhance performance and professional growth.
• Conduct regular team check-ins and meetings to align on goals, review progress, and address challenges.
• Oversee performance management, including evaluations, feedback, and development plans.
• Manage scheduling, workforce planning, and customer service operations to ensure efficient and effective workflows.
• Serve as the escalation point for complex customer issues or operational challenges.
• Monitor and adjust workforce management plans to optimize team productivity and maintain service standards.
• Approve schedules and ensure adequate staffing to meet business and customer needs.
• Analyze performance data to identify trends and implement improvements.
• Customer Service Excellence
• Ensure the team consistently meets or exceeds customer service standards.
• Support team members in resolving customer issues promptly and effectively.
• Promote a customer-centric culture, ensuring all interactions reflect the organization’s commitment to satisfaction.

What you’ll bring to the table: 

• Proven ability to lead, inspire, and develop a team to achieve high performance and maintain a positive work environment.
• A strong commitment to delivering exceptional customer experiences and resolving issues effectively.
• High school diploma or GED required; associate degree or some college coursework preferred.
• Experience in workforce management, scheduling, and optimizing team productivity.
• A proactive approach to identifying challenges and implementing solutions that drive efficiency and success.
• Excellent verbal and written communication skills to foster collaboration and clearly convey expectations.
• Flexibility to adapt to changing priorities, operational needs, and customer demands.
• Ability to analyze performance metrics and apply insights to improve processes and outcomes.
• A collaborative approach that values input from team members and partners with leadership to align goals.
• Familiarity with scheduling tools, workforce management systems, and CRM platforms.
• A dependable and results-oriented mindset with a commitment to upholding company standards and values.

What’s in it for you? 

• Seeing your work makes a positive difference in the lives of our served communities. 
• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment). 
• Locally owned, friendly, innovative company with high growth projections. 
• Career development. 
• To learn skills and participate in critical projects in all areas of the business.