C Spire · 1 day ago
Coach, Home Services
Birmingham, AL
Full-time
Onsite
Mid, Senior Level
4+ years expC Spire is dedicated to improving lives through technology and aims to engage exceptional team members. The Coach, Home Services role is responsible for leading and supporting a team of Home Services Advocates to enhance customer experience and operational performance while ensuring service reliability.
Information TechnologyInternetMobileVoIP
Responsibilities
Lead, coach, and supervise a team of Home Services Advocates, ensuring performance aligns with organizational goals and KPIs
Drive operational excellence across metrics including NPS, attendance, AHT/efficiency, contacts per rep, and schedule adherence
Monitor Avaya real-time statistics daily to manage call volume, staffing needs, and performance levels
Serve as a first responder for high-level technical and service issues, escalating to Tier 2, Tier 3, or NOCC as required
Oversee the Home Services support queue to ensure timely resolution of all customer touchpoints
Identify, monitor, and escalate systemic issues impacting product usability or customer experience
Partner cross-functionally with Retail, Field Dispatch, Network Operations, and Technical teams to resolve customer-impacting issues
Coach, develop, and hold team members accountable for performance, behavior, and policy compliance
Support hiring, onboarding, cross-training, and succession planning within the team
Maintain controls to protect company assets and minimize risk or fraudulent activity
Assist with FTTH initiatives, including escalations related to video, internet, phone, porting, and equipment issues
Act as a liaison between departments and executive stakeholders for high-visibility escalations
Maintain and manage Open Issues and Outage processes, assisting Tier 3 as needed
Identify opportunities for automation and process improvement through trend analysis and data tracking
Support daily operational needs including team questions, meetings, and compliance enforcement
Perform additional duties and projects as assigned
Qualification
Required
High school diploma or recognized equivalent
4+ years of customer service management experience
Prior experience in call center and/or telecommunications environments
Strong ability to lead teams, manage KPIs, and drive accountability
Ability to troubleshoot advanced technical issues independently
Experience with service provisioning, maintenance, and backend support systems
Strong communication, reading, writing, and typing skills
Professional presence and ability to engage internal and external stakeholders
Proficiency with Microsoft Excel and Microsoft Word
Preferred
College degree or progress toward a degree
Advanced technical background (IOS, Windows, networking, routers)
Experience leading FTTH-related initiatives
Proven success implementing automation and process improvements
Benefits
Competitive Compensation Package
Blue Cross Blue Shield Health Insurance
401k Match
Tuition Assistance Programs
Complimentary Wireless Service & Device
Teladoc Telemedicine
WellBeacon Wellness Program
Paid Talent Referral Opportunities
Company
C Spire
Advanced Technology Company
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$26.2MKey Investors
National Telecommunications and Information Administration
2023-08-15Grant· $26.2M
Leadership Team
Hu Meena
Chairman and CEO
Ben Pace
CFO
Recent News
Morningstar.com
2025-10-23
2025-09-18
Company data provided by crunchbase