Q Link Wireless is recruiting a Customer Service Channel Manager.

Our company's mission is to wirelessly connect people to their world, regardless of their income. We are fulfilling this vision by consistently providing reliable, economical, and high-quality cell phone service to qualified low-income individuals within the United States.

Our mission challenges us to put the needs of the people we serve first. To deliver this dedication, the Q Link Wireless team has prioritized the Customer Experience as a strategic objective.

Q Link Wireless recognizes that significant changes in the marketplace demand a new perspective on the future of customer experience – elevating transparency, authenticity, empathy, and digital-first thinking. Broadly, this approach demands conducting research, synthesizing inputs into insight and ultimately into successful strategies.

Possessing a real passion for customer insight, you have a talent to cultivate relationships and business opportunities within Q Link, engage with a wide range of partners successfully and an inherent ability to synthesize disparate inputs into practical frameworks, strategies, and solutions.

You will also work closely with our existing customer base to assist in retaining. You are a self-starter and a confident leader. In addition to excellence in your craft, you are adept at cultivating relationships and new business opportunities with partners to help drive overall success.

• You will be responsible for coordinating one of our main support departments, Retention. This department is responsible for reducing churn within the company and increasing brand loyalty.
• Contribute to team monthly revenue sales goals=Activations
• Build and deliver the “Retention Customer Experience” a continual process of engaging, collecting, disseminating, and actioning customer insights from across business channels. This includes all levels of customer insights.
• You will work with multiple departments within the organization from the call center manager, training director and alongside the marketing team to increase user usage & phone service retention.
• Leads and mentors’ teams through developing engaging insights, narratives and strategic frameworks that will produce opportunity statements and strategies to engage key channel partners.
• Leads cross-functional collaborations to align business needs and solutions across research and development, marketing, customer experience, supply chain and external innovation within our business.
• Develops and drives customer archetypes and customer journey maps.
• Set deadlines, assign responsibilities, and monitor and summarize progress of projects to increase user usage and phone service activation.
• Prepare reports for upper management regarding status of projects, department KPIs, and share insight regarding the user’s voice.
• Collaborate with the marketing team on recent promo to help support successful launches across all aspects from idea down to the agents and user.
• Analyze reasons for cancelations
• Recommend tools to measure KPIs related to churn and retention efforts.
• Suggest communication methods – path.

Qualifications

• A minimum of a bachelor’s degree is required.
• Minimum 3 years of experience in telecom customer service, sales, and strategy development.
• Success will be defined by your ability to develop and implement customer retention strategies to increase loyalty and retain business.
• Track record of strong leadership and building successful dedicated teams is required.
• Strong eye for business with ability to engage and influence at all levels of management, including business leaders and executives is required.
• Deep expertise in customer service, market research /insight generation, quantitative and qualitative methodologies, and data reporting and visualization is preferred.

Job Type: Full-time

Pay: $75,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Dania, FL 33004: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer retention: 3 years (Preferred)
• Channel management: 3 years (Preferred)
• Telecommunication: 3 years (Preferred)
• Product lifecycle management: 3 years (Preferred)

Work Location: One location

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