Apply on Employer Site

TDS Telecommunications LLC · 1 day ago

Vice President - Customer Service

US-WI-Madison

Full-time

Hybrid

Director/Executive

$0/hr - $0/hr

10+ years exp

TDS Telecom is a company that provides high-speed internet, TV entertainment, and phone services. The Vice President - Customer Service is responsible for leading the operations of the contact centers, enhancing customer satisfaction, and developing a customer support strategy.

Telecommunications

Responsibilities

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 to ensure consistency, quality, and compliance with industry standards

Oversee development of top talent within the customer contact operations team, fostering a culture of excellence and continuous improvement

Qualification

Strategic leadershipCustomer contact operationsCustomer relationship managementTelecommunications operationsAnalytical skillsStakeholder managementAgilityInterpersonal skillsPresentation skills

Required

Bachelor's Degree OR 4+ years professional work experience

10+ years' experience in strategic leadership roles

5+ years' experience specific to customer contact operations

Preferred

MBA or advanced degree in Marketing, or related field preferred

Strong commitment to delivering exceptional customer experience, building loyalty, and ensuring customer success

Familiarity with customer relationship management (CRM) systems, contact center technologies, and other relevant tools

Deep understanding of telecommunications operations, network infrastructure, market dynamics, and competitive landscape

Strong analytical skills to interpret market data and make data-driven decisions

Exceptional interpersonal, presentation, and stakeholder management skills with the ability to build trust and alignment across all levels of the organization

Highly accountable, agile, and focused on achieving measurable outcomes in a fast-paced, competitive environment

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

Life Insurance

401(k) Plan

Generous Vacation & Paid Sick Leave

Seven Paid National Holidays & One Floating Holiday

Paid Parental Leave (6 weeks after 12 months of employment)

Adoption & Surrogacy Assistance

Employee Assistance & Wellness Programs

Short-Term & Long-Term Disability

TDS Service Discounts

Education Assistance

Paid Volunteer Time

Company

TDS Telecommunications LLC

Glassdoor3.5

TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S.

Founded in 1969

Madison, WI, US

1001-5000 employees