Job Description

Job Description

Job Description

Job Title: Customer Experience Coordinator (B2C & B2B)

Location: St Thomas

Reports To: Customer Experience Supervisor

Role Overview:

We are seeking a customer-focused Customer Experience Coordinator who excels at multi-tasking to deliver outstanding service for both B2C and B2B clients. This position serves as the main contact for VIP B2B customers, proactively manages billing and collections, verifies and corrects account details, and handles escalated customer issues.

You will work closely with sales, network operations, finance, and the call center to resolve escalated cases promptly, interacting with customers regularly by phone and email.

Key Responsibilities:

VIP Customers

• Initiate proactive outreach to VIP customers regarding any identified service issues or scheduled maintenance windows, ensuring all cases are managed through to resolution.
• Coordinate activities related to maintenance contracts as required.
• Serve as the primary point of contact for VIP customers concerning billing and service matters.
• Appropriately escalate customer issues as necessary to facilitate prompt resolution.

Customer Success & Retention

• Handles B2B disconnect requests, communicates save offers, and records outcomes in SFDC and billing.
• Keeps customer account information current.
• Proactively resolves issues with at-risk customers to reduce churn.
• Reviews pre-suspend lists and coordinates contact with key customers before suspension.
• Resolves suspended key accounts before permanent disconnection.
• Monitor and take action on escalated customer care items from both internal team and call center.

Billing and Collections

• Proactively engages with delinquent business customers to facilitate collection processes and recommends appropriate next steps.
• Coordinates with customers to consolidate billing accounts efficiently.
• Verifies and processes customer credits in accordance with established policy.
• Perform cleanup of customer accounts which are disconnected with AR balances

Qualifications:

• 3+ years' experience in Customer Experience, Customer Success, or Account Management, with familiarity in both B2C and B2B settings.
• Demonstrated ability to increase customer satisfaction, boost retention rates, and enhance customer lifetime value.
• Excellent communication and organizational abilities.
• Skilled in using CRM and CX platforms such as Salesforce, Zendesk, Gainsight, and HubSpot.

• Customer first mindset.

What We’re Looking For:

• A customer champion skilled in relationship-building and problem-solving.
• An organized professional adept at juggling several priorities.
• An effective communicator comfortable with all organizational levels.
• A data analyst able to distill complex data into actionable insights.

Why Join Us?

At ONE Communications VI, we’re redefining what it means to connect. You’ll be part of a purpose-driven team that values voice, vision, and velocity — and you’ll play a key role in shaping experiences that matter.

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