Careers

Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida, is seeking a Vice President to lead our Customer Experience (CX) team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.
 

Job Title:  Vice President, Customer Experience (CX)

Status:  Full-Time/Exempt

Reports to: Executive Vice President  
 

Position Summary:

This is a unique opportunity for a well-rounded and passionate Customer Experience leader to join our growing customer care and account management teams. The Vice President, Customer Experience is tasked with revolutionizing the way we serve our residential customers throughout the State of Florida. By enthusiastically ensuring that quality, the voice of the customer, and a mind-blowing experience are intertwined in every step of the customer’s life cycle, our new CX leader will deliver on the promise we make to provide best-in-class customer support.

Job Description:

• Motivate and lead a high-performance customer care, account management, and leadership team; providing mentoring as a cornerstone to leadership development
• Establish business rules, guidelines, and parameters related to handling customer requests, service and support, ensuring customer satisfaction, and achieving revenue growth and retention
• Act as executive escalation point of contact for residential HOA’s and commercial customers; ensure that our CX teams manage escalations timely by telephone, email or face to face.
• Attend town hall meetings, HOA board meetings, property events, and potential client presentations
• Build upon the existing leadership structure fostering an environment of trust, open communication, and inspiring team members and empower them to deliver a best-in-class experience
• Ensure all policies, rules, and/or operational changes are implemented effectively to reach company objectives
• Manage, recruit, train, supervise, and evaluate team members to ensure deliverables and expectations are being met
• Establish Key Performance Indicators (KPI) and other service metrics as needed and ensure leadership team manages to them
• Participate in annual budget preparation; execute and achieve budgeted targets for departmental expenses and take revenue
• Develop and maintain working knowledge of all company products, services and promotions
• Manage, minimize and approve customer credits and adjustments within company guidelines
• Oversee customer communication channels effectively in accordance with company guidelines
• Support all aspects of customer confidentiality and Customer Proprietary Network Information (CPNI) in accordance with legal requirements and company policy
• Maintain and develop processes for proper documentation and administration of customer accounts
• Maintain and improve departmental and interdepartmental processes to improve customers satisfaction and company efficiency

Job Qualifications:

• Bachelor’s degree required; Master’s Degree preferred
• Minimum of 10 years of progressive experience in leadership along with 5 years minimum in telecommunications. Experience in customer care and account management required.
• Exceptional leadership skills and a hands-on visible approach to staff management and interaction are required
• Prior experience with setting KPI’s and performance expectations
• Knowledge of best practices customer service policies and procedures
• Strong project management skills
• Results oriented, strategic thinker and planner
• Excellent collaboration skills
• Effective communicator and active listener
• Excellent written and oral communication ability required
• Proficient knowledge of communication technology and billing systems
• Must be able to pass criminal, MVR, and drug testing
• This position can be located in Central or Southwest Florida, however, travel to other regions in Florida is required based on client meetings or potential client presentations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Summit Broadband, Inc. is an Equal Opportunity Employer. The Company participates in the E-Verify program.