VP of Residential Sales and Customer Service
VP of Residential Sales and Customer Service
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Salary Not Disclosed
1 Vacancy
Job Description
VP of Residential Sales and Customer Service
Location: Hybrid in Ohio (preferably in Columbus Cleveland Toledo or any of our current or future markets)
Compensation:
- Highly competitive compensation (Base salary Commission Benefits).
Time Off:
- Paid Time Off 15 days).
- Company paid holidays 8 days).
- Floating holidays 3 days).
Benefits:
- Generous health dental vision and life insurance.
- 401(k) match.
- Company vehicle or mileage reimbursement.
- Internet service allowance.
- Cell phone allowance.
About the Position: The VP of Residential Sales and Customer Service is a key leadership role leading all sales channels and customer service strategy and operations at Omni Fiber. This position requires an experienced leader with strong sales and customer service experience in similar roles with an Internet Service Provider. You will develop and grow our Residential Sales and Customer Service teams reporting to the Chief Revenue Officer. You will lead all sales teams (internal doortodoor doortodoor partners call center resellers) to meet or exceed revenue and sales profitability and our customer service team to exceed customers expectations while keeping operational costs low.
What You Will Do:
- Identify negotiate onboard and manage strategic partners (i.e. call center doortodoor resellers digital partners etc..
- Design implement and continuously evaluate sales and customer service processes and commission plans. Initiate changes to increase efficiency and reduce costs when needed.
- Responsible for annual and monthly sales and customer service operating budgets and forecasts including sales quotas by channel by rep call volume forecasts etc.
- Identify evaluate and lead the implementation of initiatives to simplify and enhance the customer experience.
- Attract and retain highly effective team members through continuous mentoring coaching development and appraisal activities.
- Endtoend accountability for sales and customer service experience.
- Responsible for attaining revenue and penetration targets as well as Customer Service metrics such as churn customer satisfaction transactional and relational NPS firstcall resolution etc.
- Responsible for leading directing staffing and developing our sales teams and providing leadership towards the achievement of maximum profitability and revenue growth; and for developing longterm relationships with customers and strategic partners.
- Travel required: About 50.
Qualifications:
- 10 years of sales and customer service experience. At least 5 years of management experience (as Director or above) with an Internet service provider.
- BS/BA degree in related field required advanced degree preferred.
- Extensive performance assurance experience supporting multiple sales channels (doortodoor is a must) and call center operations.
- Extensive experience using data reporting and analysis as pertains to sales effectiveness customer satisfaction productivity and quality assurance.
- Proficiency in call center platform systems (i.e. CRM IVR ACD etc. and operations (i.e. call volume forecasting WFM KPIs etc..
- Exceptional strategic planning and leadership skills with a proven record of recommending and implementing process and efficiency improvements; demonstrated success in identifying and successfully executing strategic business opportunities.
- Excellent leadership skills: ability to drive and motivate the team to achieve results; ability to influence and inspire action through strong decisionmaking skills.
- Ability to work effectively across many internal functional groups to optimize productivity improve internal and external customer experiences and resolve issues.
- Selfmotivated; able to work independently in a startup environment to complete tasks and respond quickly to internal and external requests.
- Demonstrated success in identifying hiring and developing talent; proven track record of building successful organizations.
About Omni Fiber: Founded in 2022 and based in Cincinnati Ohio Omni Fiber delivers blazingly fast Internet speeds unbeatable reliability 100 inhome coverage and bestinclass local customer service. We offer no contracts no hidden fees no data caps no installation fees and a 30day moneyback guarantee. Enjoy the fast pace and entrepreneurial spirit of a startup backed by a major telecommunications investment firm.
Equal Employment Opportunity: Omni Fiber provides equal employment opportunities to all qualified applicants and employees and administers all aspects and conditions of employment without regard to race color age sex sexual orientation gender gender identity religion national origin pregnancy physical or mental disability military or veteran status or genetic information. Equal employment opportunity applies to but is not limited to employment status training promotion demotion transfer leaves of absence and termination.
Required Experience:
Exec
Employment Type
Full-Time
