Customer Care & Financial Services

Create the Best Experience. For Customers, Businesses, and Your Career.

What makes working with the Customer Care and Financial Services teams at U.S. Cellular® different and better? We understand that service is much more than wearing a headset. Or just talking to people.

At U.S. Cellular, it’s about building a brand—and a career—you won’t find anywhere else, with people who really care about you and where you’re headed. Which is why we go well above and beyond to ensure that while you’re creating the best possible experience for those we serve, we’re creating the best possible experience for you.

We’ll encourage you to pour all of your best qualities into your work. To express your passion for customer service. Communicate your enjoyment of truly connecting with others. And gain the empowerment to build the career you really want as you change your future. This is one place where you can truly receive something exceptional in return for all you put into your work.

You’ll be empowered to move onward and upward with exceptional training that is completed in weeks, but lasts a lifetime. And you'll have access to career development resources that truly prepare you for anything and everything you’ll need to succeed with one of the nation’s leading wireless companies.

So if you’re ready to find out just how talented, ambitious, and unique you are, join our team of Customer Care associates or Financial Services associates. Everything you need to know is right here, right now. Check out the links below to learn more.

Comprehensive Training Resources

The training you’ll receive in preparation for your role in Customer Care or Financial Services at U.S. Cellular® is not just inclusive, it’s exceptional. How so? It provides a strong foundation of knowledge that allows you to do your best work and succeed. We cover how to provide world-class service in an exceptional manner, what it can mean for your career, and where it can lead. During this time, you’ll have access to several different sets of invaluable resources:

Foundations:

This program consists of a full-immersion experience for new Customer Care associates and Financial Services associates, where each receives basic training regarding their role, reference tools, and information about where to find and how to use the many resources they need to excel.

Emphasizing continuous learning, it is a mutual, full-time commitment on the part of U.S. Cellular and each new associate, running from 9 am to 6 pm, Monday through Friday, and 100% attendance is expected during this time, as well as the 90-day probationary period that follows. The key to our continued success is the ability of our new associates to provide and receive feedback from leaders and peers, and to use what they are learning during this time throughout their entire careers.

Our Customer Care associates offer service to our customers who have chosen us as their wireless provider, and/or purchased our products. This program includes three weeks in a classroom setting, followed by three weeks of hands-on training.

  • Classroom Training: First Three Weeks
    Guided by a facilitator who is on hand to conduct interactive sessions, answer questions, and reinforce learning, our classroom training is web-based, and entails independent reading and comprehension of content online. Role playing and hands-on practice enable you to learn by doing, and scored assessments as well as call-simulation sessions prepare you to take on real customers in the weeks ahead.
  • Hands-on Training: Second Three Weeks
    With the support of our leadership team and experienced associates, you’ll speak with live customers, build rapport, and learn how to make the all-important connections that create the lasting relationships we need to succeed. During this time, you’ll gain confidence in your ability to master our technology and handle a wide variety of questions and issues that you will face once you complete our training and fly solo.

 

Our Financial Services associates provide payment solutions to ensure that customers remain connected to those that matter most, while meeting or exceeding the needs of our business. For these individuals, the program includes the following:

  • Financial Services Training: Three Weeks
    Financial Services associates will receive a three-week session that encompasses two weeks of dynamic classroom training, and one week of hands-on learning. The second phase entails taking live calls while supported by the leadership team and experienced mentor associates. Each associate also completes a ramp-up preparatory session administered by the leadership team, where calls are monitored to enhance the effectiveness of the learning experience.

Defining and Learning Leadership

Leadership excellence is at the very heart of our success. And we’re determined that everyone who works here understands our definition of this vital quality, what they can expect of those who lead them, and how they themselves can, in turn, become valuable leaders.

We lead by example, showing how it’s done, and encouraging you to take the steps you need to succeed each day. Each of our leaders is responsible for a team of associates. Our concept of servant leadership includes on-the-floor coaching, where we work with the entire team to refine their performance in the interests of every customer, as well as one-on-one coaching, designed to recognize the unique traits, interests, and strengths of each associate, and develop him or her into the best possible performer. And we practice situational leadership, which requires on-the-spot problem-solving as issues arise.

At U.S. Cellular, everyone on our team can become an outstanding leader. Because we believe in promoting from within, we maintain a strong pipeline of internal talent. If you work hard and make good use of the resources we provide, you can qualify to participate in our comprehensive leadership training program. To qualify for a leadership position in Customer Care or Financial Services, you must be in your current position for at least six months and perform to our expectations. Those selected are chosen on the basis of their leadership attributes, regardless of whether they have been leaders in the past.

Customer Care Center Locations & Departments

Within U.S. Cellular, there are four Customer Care centers as well as one center for Financial Services. Each location features various teams specializing in functions that serve the specific needs of the customers we serve within that region. Some of the roles are similar, and you can move from one location to another if your skills are properly aligned. To learn what each team does on a daily basis, click on the various departments listed for that location.

Waukesha

+ Help Queue

Offers assistance to our frontline associates, including tools and positioning to help them create one-call resolutions; assists escalated customers; and creates win-win solutions.

+ Technical Support

Provides advanced troubleshooting to resolve network, device, and billing-system issues.

+ Multi-lingual Queue

Provides award-winning customer service in English and Spanish.

+ Customer Service Support Team

An offline team that responds to in-depth situations that impact customers and completes necessary reports.

+ Customer Service Representative

Speaks with customers via phone to identify and resolve account issues and questions.

Tulsa

+ Solutions Consultant

Retains customers who are at risk of leaving U.S. Cellular.

+ Social Media

An offline team that monitors and responds to customer inquiries on all social media channels.

+ Multi-lingual Queue

Provides award-winning customer service in English and Spanish.

+ Telesales

Over-the-phone sales consultants who identify customer needs and position the products and services that align with them.

+ B2B

Provides customized service to meet the unique needs of our business customers.

+ Customer Service Representative

Speaks with customers via phone to identify and resolve account issues and questions.

+ WNP

Provides assistance with fallout from the Wireless Number Portability process.

+ Customer Service Support Team

An offline team that responds to in-depth situations that impact customers and completes necessary reports.

+ Web Chat

Communicates with customers in real time when they visit our site to discuss questions and issues regarding our services.

Knoxville

+ Solutions Consultant

Retains customers who are at risk of leaving U.S. Cellular.

+ Technical Support

Provides advanced troubleshooting to resolve network, device, and billing-system issues.

+ Customer Service Representative

Speaks with customers via phone to identify and resolve account issues and questions.

+ Customer Service Support Team

An offline team that responds to in-depth situations that impact customers and completes necessary reports.

+ Web Chat

Communicates with customers in real time when they visit our site to discuss questions and issues regarding our services.

Cedar Rapids

+ Help Queue

Offers assistance to our frontline associates, including tools and positioning to help them create one-call resolutions; assists escalated customers; and creates win-win solutions.

+ Technical Support

Provides advanced troubleshooting to resolve network, device, and billing-system issues.

+ Telesales

Over-the-phone sales consultants who identify customer needs and position the products and services that align with them.

+ B2B

Provides customized service to meet the unique needs of our business customers.

+ Customer Service Representative

Speaks with customers via phone to identify and resolve account issues and questions.

Madison Financial Services

+ Credit

Assists retail sales associates with processing credit applications for new service or additional lines of credit.

+ Help Desk

Offers assistance to our frontline associates in Financial Services, including tools and positioning to help them create one-call resolutions; assists escalated customers; and creates win-win solutions.

+ Multi-lingual Queue

Provides award-winning customer service in English and Spanish.

+ Write Off

Serves as a liaison for accounts that are significantly delinquent or involved with bankruptcy.

+ Fraud

Manages risk through investigation and reporting.

+ Financial Services Representative

Interacts with clients via phone to identify and resolve issues and questions regarding account collections.

+ Financial Services (FS) Resolutions

An offline team that responds to in-depth financial situations that impact our customers and completes necessary reports.

+ Off Data Network Violations

Manages accounts that are not in line with U.S. Cellular terms and conditions.

+ Agent Credit and Collections

Approves and collects on credit limits for agent locations.

+ Business Collections

Provides customized financial services to meet the unique needs of our business customers.

+ Payment Control

Offline team of associates that primarily supports the Customer Care and Retail channels to complete necessary tracking, monitoring and reporting of payments. May assist in responding to customer impacting situations.

+ Quality

Supports efforts that build and promote an understanding of the customer experience, assist in attaining Financial Services goals, and work within the framework of established company policies.

Exciting Career Paths and Positions

At U.S. Cellular, moving up doesn’t always mean moving in a straight line. That’s because your interests might take a turn in one new direction or another as you discover hidden talents. And each associate has the flexibility to determine how their career will progress. You could move from one department to another, one Customer Care center to another, or into a completely different part of our Dynamic Organization.

POTENTIAL CAREER PATHS FOR CUSTOMER CARE AND FINANCIAL SERVICES ASSOCIATES

For our Customer Care and Financial Services associates, we provide an extensive, in-depth training resource called the Leadership Pipeline Program. It features the foundation of leadership skills and business acumen you’ll need to join our leadership team. The journey to leadership includes the following positions: Associate, Coach, Manager, and Director. Each brings more responsibility and rewards as you become more adept at helping U.S. Cellular to succeed.

Directors: Rising to this level means that you are truly creating an incredible experience—for customers, team members, and yourself. Responsible for motivating and inspiring managers, coaches and associates to even greater levels of excellence, these consummate professionals are accountable for strategic planning, operational excellence and delivering results through successful implementation of service and organizational initiatives.

Managers: These queue leaders are responsible for developing and guiding a team of coaches and their direct reports to offer award-winning service to customers and businesses. Ensuring optimal operational effectiveness and a high level of customer engagement, they provide a positive culture and drive organizational change.

Coaches: Developing and inspiring our teams of frontline associates to achieve peak performance, our coaches are available front and center each day to encourage and support the delivery of excellent service to customers.

Associates: With all of the resources they need to build an amazing career, these individuals are located within our dynamic call centers. They are the ones who work with customers or businesses directly, handling the all-important, day-to-day interactions that make our company go, including sales, service, issues, questions, and billing matters.

Genuine Work/Life Balance

Would you like to make a nice living, and still have time for an actual life? Then U.S. Cellular® has some great options. Our Customer Care centers are open from 6 am to 11 pm (and 11:30 pm for Financial Services), seven days a week, 365 days a year.

We offer stable schedules, so you can make plans. And you’ll have the ability to earn the schedule that works best for you. If you remain in your role and meet our expectations for six months or more, you’ll be eligible to bid on the shifts you want as they become available. In the Customer Service organization, we anticipate enterprise-wide shift bids yearly, and here’s the best part: they’re awarded based on your performance, not tenure.

With the exception of Financial Services positions, most of our schedules include two consecutive days off, and there are options that include four ten-hour days instead of the usual five eight-hour days. You can even trade single days with other associates on a limited basis.

But it’s not just about scheduling. We also offer paid time off to include sick, personal, and vacation hours that you can use as you see fit, as long as you provide proper advanced notice.