Manager-Executive Appeals & CX Recovery

TDS Telecom

1d•Remote

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? As the Manager - Executive Appeals & CX Recovery you'll be responsible for managing a team that resolves high-visibility customer issues, including executive-level complaints, escalated concerns and survey/online review follow-ups. This role is responsible for escalations for all markets and customers including consumer and commercial. This role leads a team that ensures customers receive timely, accurate, and empathetic responses while identifying root causes and driving continuous improvement. This position will act as the primary owner of personalized outreach and resolution efforts, helping their team and other teams engage for assistance, while being accountable for customer retention and satisfaction. This position has the ability to work remotely in any of the states in which TDS Telecom operates. This role requires travel to Madison, WI, occasionally, to collaborate with senior leaders and engage directly with key stakeholders.

Requirements

Bachelors degree (or higher) -OR- 4+ years professional work experience.
6+ years' experience in customer service, retention, or executive appeals.
3+ years' supervisory or management experience.
Customer-first mindset and a passion for resolving customers’ issues.
Experience navigating CRMs & customer accounts.
Ability to handle billing/account inquiries and basic troubleshooting.
Excellent analytical and critical thinking skills.
Must be able to communicate, through speech and writing, to many different types of people from diverse backgrounds, ages, and levels within and outside the organization.
Excellent organization and planning skills, strong bias for action and a demonstrated sense of urgency.

Nice To Haves

Basic understanding of survey research and platforms (e.g. Qualtrics) preferred.
Experience in the telecom/internet industry preferred.

Responsibilities

Lead a team that oversees all executive appeals, survey responses, online reviews, and other feedback sources that may lead to customer follow up.
Lead efforts to investigate customer accounts, review billing details, and listen to prior call recordings to understand issues.
Handle most sensitive concerns directly as needed.
Manage sending of personalized text messages, emails, etc. to address customer concerns and provide solutions.
Partner with other teams for assistance with follow ups and hold them accountable for resolving customer concerns.
Develop & maintain system to track and document all outreach efforts and outcomes in customer accounts and internal systems.
Maintain comprehensive documentation of all follow-up actions and resolutions.
Track success metrics such as percent of customers reached, churn rates, resolution outcomes, actions taken, etc. and set related team goals.
Provide reporting on trends and recovery performance to leadership.
Identify trends in customer concerns and resolutions, and make recommendations for process improvements, retention strategies, coaching and journey enhancements.
Subject matter expert on appropriate CX projects to provide insight & support into how we can best serve our customers and associates, and support efforts to improve online reputation