VP of Residential Sales and Customer Service

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 door-to-door, door-to-door 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, door-to-door, 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.
• End-to-end 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, first-call 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 long-term 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 (door-to-door 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 decision-making skills.
• Ability to work effectively across many internal functional groups to optimize productivity, improve internal and external customer experiences, and resolve issues.
• Self-motivated; able to work independently in a start-up 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% in-home coverage, and best-in-class local customer service. We offer no contracts, no hidden fees, no data caps, no installation fees, and a 30-day money-back guarantee. Enjoy the fast pace and entrepreneurial spirit of a start-up, 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.