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Role Description

As the Manager - Executive Appeals & CX Recovery, you would be responsible for managing a team that resolves high-visibility customer issues, including executive-level complaints, escalated concerns, and survey/online review follow-ups. This role leads a team that ensures customers receive timely, accurate, and empathetic responses while identifying root causes and driving continuous improvement. This position will act as the primary owner of personalized outreach and resolution efforts, helping their team and other teams engage for assistance, while accountable to ensure customer retention and satisfaction.

This position has the ability to work remotely in any of the states in which TDS Telecom operates. This role requires travel to Madison, WI, occasionally, to collaborate with senior leaders and engage directly with key stakeholders.

• Monitor and oversee all executive appeals, survey responses, online reviews, and other feedback sources that may lead to customer follow-up.
• Lead efforts to investigate customer accounts, review billing details, and listen to prior call recordings to understand issues.
• Handle most sensitive concerns directly as needed.
• Manage sending of personalized text messages, emails, etc. to address customer concerns and provide solutions.
• Partner with other teams for assistance with follow-ups and hold them accountable for resolving customer concerns.
• Develop & maintain system to track and document all outreach efforts and outcomes in customer accounts and internal systems.
• Maintain comprehensive documentation of all follow-up actions and resolutions.
• Track success metrics such as percent of customers reached, churn rates, resolution outcomes, actions taken, etc. and set related team goals.
• Provide reporting on trends and recovery performance to leadership.
• Identify trends in customer concerns and resolutions, and make recommendations for process improvements, retention strategies, coaching, and journey enhancements.
• Participate as a stakeholder or subject matter expert on appropriate CX projects to provide insight & support into how we can best serve our customers and associates, and support efforts to improve online reputation.

Qualifications

• Bachelors degree (or higher) -OR- 4+ years professional work experience.
• 5+ years' experience in customer service, retention or similar leadership role.
• 2+ years' supervisory or management experience.

Requirements

• Customer-first mindset and a passion for resolving customers’ issues.
• Experience managing executive appeals preferred.
• Experience navigating CRMs & customer accounts.
• Ability to handle billing/account inquiries and basic troubleshooting.
• Excellent analytical and critical thinking skills.
• Must be able to communicate, through speech and writing, to many different types of people from diverse backgrounds, ages, and levels within and outside the organization.
• Excellent organization and planning skills, strong bias for action and a demonstrated sense of urgency.
• Basic understanding of survey research and platforms (e.g. Qualtrics) preferred.
• Experience in the telecom/internet industry preferred.
• Ability to travel as business needs dictate.

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 (for associates working 30 or more hours per week)
• TDS Service Discounts (for associates working 30 or more hours per week)
• Education Assistance (for associates working 30 or more hours per week)
• Paid Volunteer Time (for associates working 30 or more hours per week)