Manager Customer Ops - (SK13224)

LCW Wireless, LLC is a joint venture between Cricket Communications, Inc., CSM Wireless, LLC and WLPCS Management, LLC. Based in Portland, Oregon, LCW is building and launching a new wireless communication service utilizing the successful Cricket? brand that will provide coverage throughout Portland, Salem, Eugene and surrounding areas.
Cricket offers value-driven wireless communications services with a commitment to predictability, simplicity and value as the foundation of our business. We will offer a simple, hassle-free, and affordable wireless alternative to traditional landline service.

We believe the future is bright for LCW Wireless and Cricket and look forward to the challenges as we execute our plans to support the growth of our business. LCW Wireless has multiple opportunities for individuals looking to contribute to an organization that rewards your success

Position Overview
This person will develop the implementation plan and coordinate the day-to-day program management of customer retention programs--opportunity identification, strategy development, process plan development, tactical plans, through program creation, launch, on-going implementation, and on-going performance evaluation to attain the monthly and annual program targets and goals. This position is responsible of communicating and managing all strategies, tactic, reporting program results and opportunities on a monthly basis, as well as providing overviews, updates, and documentation on program status. This position is responsible for communicating with other organizational areas to establish requirements and structural elements of the program, analyze results, and forecast the program's activity and determine requirements for success. Development of standard and ad hoc report to support reporting needs, as well as analyzing data to support various business metrics such as churn, fraud, activations, sales, forecasts, returns, etc. Oversees the in-market customer care. Will maintain continual contact with staff ensuring policies and procedures are being followed and that staff has adequate training. Will conducts periodic audits to ensure policy compliance. Proactively participates in activities related to reducing churn and providing outstanding customer service by making recommendations for policy changes and coaching employees on what actions they can take to reduce churn and what the characteristics of outstanding customer service are. Develops and implements log for tracking customer questions, issues and resolutions. Informs Regional Customer Care Manager of issues with customer care not handled at the call center, Inventory or IT policies and procedures, and recommend solutions. Reviews and forwards process and procedure improvement suggestions. Responsible for phone and accessory inventories during end of month audits. Conducts application and system testing as directed by corporate including initial launch end-to-end testing, billing system upgrades, credit card machines, cash collection systems, etc. Conducts training on changes, upgrades, etc. Be responsible for accurate system data including data clean-up when required. Monitor completion of all work orders; monitor credits and adjustments; other general data clean up; phone number inventory (new and quarantined numbers); and switch to billing system reconciliation. Handles escalated customer service issues. Acts as daily contact point between corporate and the market.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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TO APPLY FOR THIS JOB
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