Call Center Manager Job Openings Everywhere Wireless in 2020

Everywhere Wireless Vacancies 2020 - Everywhere Wireless assigns an opportunity to apply Call Center Manager Jobs that will be placed in Chicago. You will definitely get the much better probability along with safer dwell later on. Signing up for this firm can make and individual competent to attain the own purpose less complicated and also make your current aspiration come true.

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Everywhere Wireless Jobs 2020

Call Center Manager Jobs Job Opening in Chicago


is Chicago's fastest growing Internet Service Provider (ISP) changing the way Internet is being delivered. The company competes with Comcast and AT&T to provide internet access to business and residential customers throughout Chicago and its first ring suburbs. Using the most advanced microwave and fiber-optic technology, EW has disrupted the status quo in the ISP space by providing customers with a superior Internet experience, all-the-way-around. Just see our 5-star Google and Yelp! Ratings.


The Call Center Manager is responsible for managing and growing the high level of ’ customer experience. You will be fully accountable for two supervisors and two teams, all based in Chicago. The first team is our Support Team, our call center that is the first line of phone and email support for customers. The second team is our Field Service Technicians, who are onsite in apartments, condominiums and business across the city ensuring any technical issues are resolved. These two teams have been essential in leading us to be the highest rated Internet provider in Chicago, if not the nation with perfect 5-star reviews on Google and Yelp.

The Call Center Manager will use all reasonable effort and common sense to identify needs and responsibilities of EW and will address such needs and responsibilities to ensure that all residents, customers, and property managers are served in a high-quality manner that produces exceptional results.

Essential Duties and Responsibilities:

  • Lead the customer support operation of the organization, including call center and field support operations
  • Own the customer experience and serve as the final/highest point of escalation and resolution on customer issues and satisfaction ratings; be on call to quarterback any escalations, as they may occur outside of regular business hours
  • Recruits, hires, trains, manages, and motivates managers and team members
  • Manages the career path and advancement process including maintaining tests required to advance to a higher support tier
  • Defines, manages, and improves all key customer support processes, becoming an expert at key systems
  • Defines and puts processes in place to effectively measure KPIs related to customer experience, support quality and efficiency
  • Oversees all customer communications to ensure that it is accurate and professional
  • Ensures adequate staffing on all shifts, calling in replacements and handling overflow calls personally as needed
  • Lead customer response effort during outages and network maintenance events
  • Interface with building owner and business customers, ensuring that Service Level Agreements ("SLA") notification and resolution requirements are met and exceeded
  • Partner with other departments to seamlessly onboard new customers
  • Collaborates with construction, engineering, network operations center, marketing, sales, and finance to ensure strong communications and efficient cross-functional processes
  • Manages the internal IT help desk function, including employee on-/off-boarding and repair/technology assistance
  • Ensures that our equipment in customer buildings is audited on a regular basis, ensuring CRM system data is up to date and identifying and performing needed maintenance

Preferred Qualifications:

  • Experience managing call center operations
  • Understanding of IT / Telephony systems within a call center
  • 3+ years leading customer service / support teams
  • 3+ years in technical customer support
  • Strong verbal and written communication skills
  • Strong ownership and follow through; own the issue until satisfied with the result

Why :

We want you to come to work excited to make an impact. If you have a strong work ethic, an entrepreneurial spirit, and a common-sensed approach to business, you will fit right in. We value initiative and reward employees that exceed goals, objectives, and expectations. Our headquarters was recently redesigned by an award winning firm and is located in the West Loop technology hub alongside Google, Echo, Belly, Jump Trading, Lightbank and many other fast-growing technology companies. The office is within easy walking distance to the CTA, Michelin-rated restaurants, entertainment venues and the Fulton Market District. The company is heavily involved with the Chicago community with participation ranging from charity events, to non-profit volunteer work, to supplying many of Chicago's beaches and parks with free Wi-Fi through its partnership with the City of Chicago.

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Here at NOXObridge we understand that each company that we represent is different, with its own individual goals for the future.

Job Informations

Job Title : Call Center Manager Company : Everywhere Wireless Location : Chicago Pub Date : 10 days ago