Director – Construction Relations

This is a fully remote position, open to applicants in United States.

📋 Description

• Regularly engage with area VPs and Directors to facilitate timely issue resolution.

• Attend meetings in cities, towns, communities, and HOAs as needed to address local matters.

• Collaborate with communities and HOAs in active construction areas to swiftly manage concerns.

• Partner with the Construction Success team to efficiently address ongoing issues.

• Ensure teams are aware of field issues and collaborate to resolve them.

• Focus on achieving consistent service levels while upholding high-quality standards.

• Monitor performance and document progress on key activities and metrics.

• Resolve construction-related issues for residents and businesses, striving for mutually beneficial outcomes.

• Provide continuous support and training for Customer Support teams.

• Oversee Systems Management Data and manage special projects as necessary.

• Track and report on daily, weekly, and monthly KPIs.

⛳️ Requirements

• 5-7 years of experience in a customer support-focused environment.

• Familiarity with call center metrics, call handling software, and tracking systems.

• Proficient in Microsoft applications.

• Demonstrated ability to lead projects while representing Customer Support.

• Preferred knowledge of Lumos operations and outside plant teams.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Competitive compensation packages, including bonus options for eligible roles.

• Paid Time Off & Paid Holidays.

• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).

• 100% employer-paid life and disability insurance.

• Employee Assistance Program (EAP) offering access to professional support for life's challenges.

• 401K plan with up to 5% employer contribution and a self-directed brokerage option.

• Wellness program providing education and cash incentives for gym attendance and nutrition initiatives.

• Employee referral bonuses.

• Discounts on Lumos Fiber Internet for employees residing in our service areas.