Job Title: Customer Experience Coordinator (B2C & B2B)
Location: St Thomas or St Croix USVI
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 balancesQualifications:
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.
Read LessThe Network Operations & Performance Analyst plays a key role in supporting the efficiency and effectiveness of Business-As-Usual (BAU) operations. This position is responsible for monitoring team productivity, analyzing workflow performance, processing service orders, and maintaining data accuracy within billing and operational systems. The ideal candidate possesses strong analytical, organizational, and communication skills, with a focus on process improvement and operational excellence.
Key ResponsibilitiesMonitor BAU team productivity, workflow performance, and service-level adherence.Collect, analyze, and report on key performance metrics to support data-driven decision-making.Process service orders accurately and in a timely manner, ensuring compliance with internal procedures.Input and validate data in billing and operational systems to maintain accuracy and consistency.Collaborate with internal teams to identify and implement process improvements that enhance operational efficiency.Assist in the preparation of regular performance and productivity reports for management review.Support the development of documentation, standard operating procedures (SOPs), and process maps.Liaise with cross-functional teams (e.g., Finance, IT, Service Delivery) to ensure smooth workflow and issue resolution.Participate in audits and reviews to ensure compliance with operational and billing standards.Contribute to continuous improvement initiatives within the operations department.Skills and Qualifications requiredHigh School Diploma Bachelor’s degree in business administration, Operations Management, Information Systems, or a related field (or equivalent experience) preferred.Proven experience in an operational analysis, data management, or business support role.Strong analytical skills with the ability to interpret data and identify trends or issues.Proficiency in Microsoft Excel and experience with reporting or dashboarding tools (e.g., Power BI, Tableau).Experience working with billing or service order management systems.Excellent attention to detail and data accuracy.2–5 years of professional experience in one or more of the following areas: Operational analysis or business supportData analytics and reportingService delivery or customer operationsBilling and financial data managementWorkforce planning or performance monitoringProcess improvement initiativesPhysical Requirements
Prolonged periods of sitting at a desk and working on a computer.Manual dexterity to operate a keyboard, mouse, and other office equipment.Visual acuity to read and interpret data on screens and printed reports.Occasional lifting of office materials or equipment (typically under 25 lbs).Ability to move between departments or meeting rooms as needed.May require extended screen time during reporting cycles or audits. Read LessJob Title
Supervisor Network Operations OSP
Department
Network Operations OSP
Location
St. Thomas/St John
Reports to
Director Fixed Network
Grade: 20
Job Code: NO0026
Type of position:
Full-time Part-time
Non-Union Union
Hours__40___ / week
Exempt Non-exempt
The Supervisor Network Operations OSP is responsible for supervising the operation, installation, on time performance, quality assurance, and maintenance of Hybrid Fiber Coax Architecture, construction of outside plant facilities, and other associated telecommunications and computer equipment. Responsible for the daily activities in St John.
Qualifications or PrerequisitesDuties and responsibilities include but are not limited to the following:
Oversees the daily operations in St John Maintains daily paperwork required for the technical team and the St John operations Plans and directs the outside plant and supervises ongoing projects from initiation to completion Schedules and supervises subcontractors and materials delivery Compiles all site-specific close-out documentation for your work effort Ensures all One Communications polices and Safety standards are followed and used uniformlySupervises, coordinates, and performs tasks associated with the installation and service, preventive maintenance of the microwave, fiber optic transmission facilities, HFC and Cellular Network Responsible for employee development, including hiring, cross training, motivation, retention and performance evaluations of staff Prepares and reviews various documents, i.e. contractor invoicing, data forms, central office, and network records and other reports as needed Supervises all construction projects on St JohnMaintains equipment and vehicles in an operational condition at all times Other duties as assignedREQUIREMENTS, KNOWLEDGE, SKILLS AND ABILITIES
Knowledge and experience in construction of Hybrid Fiber CoaxKnowledge and experience with Microsoft Office Good verbal and written communication skills Strong analytical skills and ability to establish business and financial justification for marketing initiatives Strong interpersonal skills to handle sensitive and confidential situations Ability to manage multiple tasks and work in a fast paced environment Employee development and performance management skills Detailed orientedEDUCATION REQUIREMENTS
Bachelor's Degree in Business Administration or related fieldTECHNICAL REQUIREMENTS
N/ACERTIFICATION REQUIREMENTS
Must be SCTE BPI certified within 12 months of hire date.TRAINING REQUIREMENTS
N/APHYSICAL REQUIREMENTS
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel, and use common hand tools. The employee is required to reach with hands and arms.Traversing on foot to complete a task; Use of upper extremities to maneuver; climb heights up to 28ft on ladder ; subject to both environmental conditionsAbility to stand, walk, use hands to feel, reach, climb Must be able lift/push up to 25 pounds and occasionally up to 50 poundsModerate noise levelTRAVEL REQUIREMENTS
N/AOTHER REQUIREMENTS
Valid VI Driver's License Read Less