CHARLESTON, W.Va. — The new general manager and vice president of Frontier Communications in West Virginia tells MetroNews he won’t shy away from personally fielding calls about customer service issues.
“I’m willing to make my cell phone number available to any customer in West Virginia,” Kevin Wallick said. “If you can’t get an answer from any of our support groups, you should be able to pick up the phone and call me.”
Wallick, an Ohio native, was named to the top position last week. He replaces the retiring Dana Waldo.
Wallick previously led Frontier efforts in Minnesota, Nebraska and Iowa.
Calling customer service a top priority in West Virginia, Wallick said he and other Frontier workers are constantly challenged from the highest levels of the corporation to be responsive.
“Creating that urgency and communicating that with everyone—my take may be a little different on it than my predecessor—but it will be a major focus,” Wallick said.
There’s been an ongoing battle between Frontier and other companies about broadband expansion in the Mountain State. Wallick said his goal will be expanding Frontier’s network. He said the company has invested $500 million since July 2010.
“There always is going to be new technology. So right now, what I might have as an end goal that I might like to get to, by the time we arrive there things are going to change that environment, again more of a journey than a destination,” Wallick said.
Frontier and the Communications of America agreed to a new four-year contract last August. Negotiations between the two went on for a year under extended agreements. Wallick said he has had good dealings with union groups in other states and he expects the same in West Virginia. He said the company would have an open book and “build strong relationships.”
“The nuts of bolts of that is getting out in front of technicians and making them understand that we all are working toward the common goal,” he said. “If they see some of those things and understand where money is being spent, to see things are happening, I think you close some of those gaps.”