Escalations & Customer Experience Coordinator

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 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.