Vice President Customer Service

5 days ago

Madison, WI, United States Wisconsin Staffing Full time
Vice President - Customer Service

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?

The Vice President - Customer Service is responsible for leading the operations of the contact centers across multiple functions, including Consumer Contact Center Sales and Support, Customer Repair, Financial Services, Customer Retention, and Consumer Order Coordination. This role requires a thorough understanding of business goals to drive strategic initiatives and practical solutions that contribute to long-term success in a results-oriented environment. Additionally, the role works closely with business partners to lead and develop a customer support strategy that enhances the overall customer experience. This collaboration ensures alignment with other functional areas to enhance customer satisfaction, retention, and operational efficiency. The position will oversee the creation and execution of policies, procedures, and performance metrics to ensure excellence in customer service and support. A key focus is continuous improvement, ensuring optimal customer satisfaction, and the role is accountable for implementing effective scheduling practices that align capacity with demand, anticipating fluctuations to maintain high service levels. The role also involves managing staffing levels and identifying opportunities for efficiency and cost-effective customer support solutions.

Develop and implement strategies for Consumer Contact Center Sales and Support, Customer Repair, Financial Services, Customer Retention, and Consumer Order Coordination to enhance customer satisfaction and operational efficiency. Monitor and analyze performance metrics across all customer contact functions, ensuring alignment with organizational goals and continuous improvement. Partner with other departments to lead and develop a customer support strategy that enhances the overall customer experience and aligns customer contact strategies and initiatives with overall business objectives. Establish and enforce policies and procedures for customer contact operations.

Employment at TDS is subject to post-offer, pre-employment drug testing. At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law.

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