Escalations Coordinator - Coudersport, PA

Zito Media; Coudersport (Potter County); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Discounted services

Job summary

Zito Media in Coudersport, PA is seeking an Escalation Coordinator to serve as a key contact for technical and customer issues. This full-time role requires 40+ hours weekly, including one weekend day, based in our Coudersport office.

Responsibilities include following up on service calls, elevating persistent issues, using monitoring tools to identify problems, and developing strategies to retain subscribers. Strong communication and problem-solving skills are essential.

Qualifications

• Minimum 1 year of customer service experience.
• 1 year in the cable industry preferred.
• Strong problem-solving and judgment skills.
• Flexible to shift focus as issues are resolved.
• Ability to elevate issues promptly and track to resolution.
• Demonstrate urgency and accountability at all times.
• Excellent written and oral communication with customers and staff.
• Proficient with personal computers.
• Available to work after hours or weekends as needed.
• Willing to travel for planned assignments if required.
• Regular, reliable attendance is required.

Responsibilities

• Check and follow up on recent service calls and escalations.
• Follow up on recently completed installs to ensure customer expectations are met.
• Review and escalate recurring issues within a month.
• Use monitoring tools to proactively identify issues causing customer contacts.
• Identify training opportunities for staff.
• Handle escalated issues and disconnect requests.
• Develop offers to retain subscribers.
• Monitor competitors and offers in identified areas.
• Provide readouts and progress reviews.
• Assist with special projects as needed.
• Perform other related duties as assigned.

Skills

Customer service

Cable industry

Problem solving

Urgency & accountability

Communication

Ethical conduct

Time management

Travel readiness

After-hours / weekend availability

Attendance reliability

PC literacy

Job description

Zito Media currently has an opening for an Escalation Coordinator in the Coudersport, PA office to serve as a point of contact for technical and customer issues. This is a full-time position, working 40+ hours per week including one weekend day.

Essential Functions Of The Position Include

• Check and follow up on recent service calls and completed maintenance work; escalating any issues that persist
• Follow up on recently completed installs to make sure all customer expectations are met
• Review and elevate issues that have resulted in repeated service calls in a month
• Using monitoring tools, proactively identify issues that could drive customer contacts
• Identify training opportunities for the Customer Service or Technical Operations staff
• Handle escalated issues and disconnect requests from identified areas
• Develop and utilize new offers to retain existing subscribers
• Monitor for any new competitors or offers in identified areas
• Provide readouts / progress reviews
• Assist with special projects as needed
• Perform other related duties and tasks as assigned or as become evident.

Required Skills/experience

• 1 year of customer service experience is required
• 1 year of experience within the cable industry is preferred
• Demonstrated ability to solve problems and use sound judgment
• Flexibility to adjust the areas of focus as issues are resolved
• Ability to elevate issues within a timely manner and track them to resolution
• Act in an ethical manner and display urgency and accountability at all times.
• Excellent written oral and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers and employees throughout the organization.
• Personal computer knowledge required
• Availability to work after hours or weekends when needed
• Be available for pre-planned travel if required
• Regular and reliable attendance is a must

Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas.

Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.