Customer Experience Supervisor - this position can be located in either Sunman, Batesville or Greensburg, IN

Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic environment where you can lead and inspire a team? Great Plains Communications is excited to invite a talented Customer Experience Supervisor to join our growing team in the Sunman, IN area! 

At Great Plains Communications, we believe that fantastic customer experience is at the core of what we do. As a Customer Experience Supervisor, you will play a pivotal role in shaping the future of our customer service team. You will not only supervise and support customer service representatives but also implement strategies to enhance service standards and create lasting positive relationships with our customers. 

The key responsibilities encompass the supervision and leadership of a customer service team, ensuring high service standards and effective performance. This includes:

Overseeing daily operations and monitoring team performance.

Providing coaching, feedback, and conducting regular team meetings.

Handling complex customer inquiries and ensuring timely resolution.

Hiring, training, and developing team members while identifying skills gaps.

Monitoring customer interactions for quality and generating performance reports.

Collaborating with other departments to enhance service delivery.

Fostering a customer-centric culture and elevating the customer experience      through feedback.

Lead the team through change by clearly communicating the reasons behind    decisions and engaging everyone in the process.

Recognize and celebrate successes, both big and small, to boost morale and reinforce positive behaviors.

Provide context for business decisions to help the team understand the rationale and impact, fostering a culture of transparency and trust. 

This role focuses on enhancing team efficiency, customer satisfaction, and continuous improvement within the department. 

Education: 

An associate’s degree or equivalent work experience and additional specialized training in customer service is a plus. 

Experience: 

3 years’ supervisory customer service and customer sales experience desired. 

Skills / Knowledge / Abilities:

Strong leadership, communication, and interpersonal skills.

Knowledge of telecommunications products, services, and terminology.

Excellent communication skills – both verbal and written.

Strong computer skills – Microsoft Word, Microsoft Excel, Outlook.

Ability to handle difficult customer interactions and resolve conflicts with professionalism and diplomacy. Excellent problem-solving skills and the ability to think critically under pressure.

Knowledge of customer service principles, practices, and compliance standards related to telecommunications.

Detail-oriented with strong organizational skills.

Ability to promote sales and up-selling knowledge.  

Ability to travel as required, possessing a valid driver's license. 

Embrace the possibilities with GPC Perks!

- Health & Life Insurance

- 401-(k) Retirement Plan

- Tuition Reimbursement 

- Paid Time Off 

- Paid Holiday Time 

- Employee Referral Bonus 

- Flexible Work Environment 

- Health Wellness Program & Incentives 

- Scholarship opportunities 

If you are ready to take your career to the next level and make a difference in the lives of customers and your team, we want to hear from you! Join us at Great Plains Communications, where your expertise will help create superior customer experience and a positive work environment. Apply today and be part of a team that values excellence and growth! 

Competitive wage and benefits provided.   

To apply, visit www.gpcom.com/careers.

High-performing network, high-performing people.

Great Plains Communications is the leading fiber-driven technology provider in the Midwest, delivering fast, reliable solutions including high-speed internet and a full suite of residential and business services to nearly 200 communities across Nebraska, Colorado, Iowa and Southeast Indiana. Powered by our 19,000-mile MEF-certified, high-capacity network, we provide state-of-the-art connectivity to homes, businesses and carriers backed by custom-built strategies, expert engineering and local support.

What sets us apart? An unwavering commitment to customer experience. From design to deployment, maintenance and beyond, our local experts craft tailored solutions and deliver personalized, ongoing support to keep communities seamlessly connected.