River Cities Business Journal: Jobs

Miner Staff Writer

KINGMAN - Frontier Communications recently launched an aggressive growth campaign, shooting to increase service representative staff 33 percent by the end of May.

Frontier executives hope to have 198 employees, up from 150, said Marilyn Figuera, regional vice president of customer operations.

“In addition to growing the team to meet the increased demand for Frontier products and services, I look forward to implementing other programs for our staff,” said customer care director Nancy Termini.

“We've already begun expanded training programs and other new approaches, all with an eye towards providing the best service to our customers and making this a great place to work for our employees.”

Frontier provides communication services, such as phone, wireless and high speed Internet and satellite television to 23 states, as well as security solutions and bundled packages for consumers, small businesses and home offices.

The Kingman call center will handle all inbound calls from the eight states making up the Western Region, and may handle east coast overflow calls, Figuera said, who recently relocated to Kingman as part of the growth implementation.

“It's important to Frontier that we have senior leadership supporting the goals Frontier has,” she said, adding that 48 percent of business in the Western Region for Frontier comes from the Arizona territory.

Frontier also bases business services for the Western Region in the re-vamped retail and service center, that portion of services targeting a 60-percent team expansion for business service consultants, said business services director Gail Tarson.

Termini, also relocated with Frontier to the area, said that the company is focusing on providing growth opportunities for employees, helping them identify their skills and develop strengths that could lead to other positions, such as a lead representative, supervisor, or corporate trainer.

“We look for people that excel in customer service,” Tarson said.

Business services offers one such transition a Frontier employee could make from the ground floor.

“There are so many opportunities here,” Termini said.

In addition to focusing on employee expansion and retention, Figuera said the company will be involved in the community for charity projects, mentioning one program for local companies who sign up for Frontier services, Frontier will offer a return for the company to donate to a charity of its choice.

Frontier employees can take advantage of a few upgrades to the building, such as an interactive learning center and newly designed employee cafeteria with high-speed Internet service and Dish Network.

Termini said utilizing the retail service center in the building's main lobby is the key to “trying to stay in tune for what the customer needs.”

Here, customers can pay bills, see demos on new products or packages and inquire about new services.

The growth objective continues as Frontier plans to expand 16,000 square-feet to the existing 36,000 square-foot building.

“We look to double our volume here by the end of the year,” Termini said.

“I'm looking at 100-percent growth.”