Job Title: Senior Director, Customer Service Recovery and Social Media
Job Description:
The Office of the President and Social Media team is responsible for customer service recovery and root cause issue elimination. The team responds to critical customer issues and inquiries from Frontier’s Executive Team, social media, government agencies, complaint forums, Public Relations, Legal, and Investor Relations. This team handles a wide range of complex problems, including the company’s most serious, sensitive, and visible customer satisfaction issues.
To lead this team, we are looking for a savvy leader who obsesses about customers, working backward from their needs to deliver unrivaled customer service. We need someone who can revolutionize how we treat customers to relentlessly earn and keep customer loyalty and trust. This role is responsible for owning all Customer Escalations and managing customer issues and inquiries on all social media channels. This leader must understand the importance of world-class quality customer interactions and will work with Customer Operations leaders to define these. This role is a senior leadership role with C-Suite visibility, extraordinary autonomy, scope, and potential for immediate impact.
The Senior Director, Customer Service Recovery and Social Media will develop the current Escalations and Social Media teams into a high-performing Service Recovery function. This includes not only the management of escalations from customers but also the creation of a scalable process that enables root cause identification and permanent elimination of defects. This leader will manage all customer issues and inquiries that are posted to our social channels and complaint forums ensuring all messaging is reflective of our brand and our commitment to excellent customer service.
The ideal candidate will be an independent and curious thinker who can make convincing, information-based arguments. This role is accountable for reviewing, enhancing, and building out an improved escalation and complaint mechanism across the company. Starting with the contact center, this leader will partner with all stakeholders to define and measure our ability to manage customer escalations. As part of the Customer Care senior Leadership team, this leader will shape the future of the Frontier customer experience. Excellent listening, writing skills and very strong judgement are essential. The role requires delivery and operation at a very high-quality bar in a fast-paced environment.
Responsibilities:
Qualifications:
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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