Frontier Communications

Responsibilities:

• This role is a senior leadership role with C-Suite visibility and accountability for the executive leadership’s team goals of delivering an amazing experience for Frontier customers
• Leading with customer stories, armed with facts and data, you will drive real change to reduce our customers’ effort at every step of their journey
• Build a highly functioning and performing Escalations team focusing on superior handling of customer issues across a 24x7 response team.
  
  You will develop the current Escalations and Social Media teams into a high-performing Service Recovery function
• Develop and execute an approach to social media customer support that is reflective of our brand personality and consistent with our commitment to creating an amazing experience for our customers
• Monitor and report on digital trends, identifying opportunities to improve Social Care and making strategic recommendations to maximize our impact
• In addition to the management of escalations from customers, this leader will also create and implement a scalable process that enables root cause identification and permanent elimination of defects
• This role is accountable for reviewing, enhancing, and building out an improved escalation and complaint mechanism across the company
• Develop clear insights, backed with data to present and implement solutions at scale to eliminate the defects that drive escalations
• Provide regular updates to the CEO and Executive Leadership team
• Coach and develop team members to write and own escalation write-ups with clear root cause definition
• Be a role model across Frontier, coaching and developing others to deliver excellence in researching and identifying the root cause of customer issues
• Partner with critical stakeholders such as Product, Network, IT, Legal/Regulatory and others to develop key customer solutions and influence prioritization
• Partner with Customer Care Training and Leadership to support Customer Quality Programs to foster a culture of innovation that helps create world-class end-to-end customer experiences
• Partner with Communications to enhance our company reputation and communicate our purpose and beliefs in social media messaging
  
  Qualifications:
  
  

• Ability to think much bigger than the problem at hand and have deep experience in solving the most complex customer problems
• The ideal candidate will be an independent and curious thinker who can make convincing, information-based arguments and will never stop learning about their…

‍