The Customer Experience department at LITC is dedicated to delivering a premium partner experience that consistently surpasses expectations. We prioritize customer satisfaction, loyalty, and growth, driving efficiency and reducing service costs. We reinvest these savings into initiatives that foster further growth.

Our core objectives include:

• LIVE Dashboard Visualization: Creating real-time dashboards to showcase Charter in action.
• Data Utilization: Leveraging NPS scores, retention rates, and service statistics to inform decisions.
• Self-Service Expansion: Enhancing self-service capabilities for customers.
• Automation Opportunities: Exploring and implementing automation technologies and tools, including AI.
• Continuous Improvement: Developing a feedback loop for ongoing improvement and innovation.
• Data Analytics: Improving data analytics and ensuring effective use of data.
• Talent Management: Attracting, retaining, training, and developing top talent.

Key Competencies: Customer Service: Managing the end-to-end order process, including sales order creation, tracking, and pricing updates, providing customers with clear visibility on order status, shipments, and tracking details. Warranty Management: Overseeing the complete warranty process, including RMA and vendor warranty recoveries.