Customer Experience Manager
USA Communications
At USA Communications the local communities we serve are at the heart of what we do, and we have put a colossal effort into providing residential and business customers the best service possible for over a century!
We are proud to have built a state-of-the-art network to deliver advanced high-speed internet, TV, and phone services headquartered just 20 minutes west of Cedar Rapids in Shellsburg.
What You’ll Do
- Lead a team of six CSR’s who respond to inquiries regarding pricing and billing, service requests, and more related to our products and services.
- Continuously innovate to help the team better identify and address customer needs across various touchpoints resulting in greater customer satisfaction and increased profitability.
- Facilitate marketing strategies to broaden the customer base and increase penetration of existing customers.
- Develop and execute e-commerce strategies to ensure consistent messaging and improve customer experience.
- Participate in networking, community involvement, PR and industry activities.
- Hone a culture of teamwork, performance and service excellence.
What We Need
- Collaboration skills to effectively work with the CSR team, internal stakeholders, customers, and local community members and leaders.
- Several years of multichannel customer service oversite.
- A strong understanding of digital marketing strategies and CRM/e-commerce platforms.
- If you don’t have experience in the telecom/broadband industry, you must possess a technical understanding to be effective in our complex and evolving industry.
- Someone who is fun, energetic, flexible, and has a desire to build positive relationships.
Please provide your resume to our HR partner. Your resume should include your personal email address, phone number, and describe your experience with the responsibilities listed in this posting.
USA Communications
℅ B Squared Consulting, LLC
[email protected]
Assisting Telecom & Broadband Providers since 2002
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