Escalations & Retention Specialist

Zito Media; Coudersport (Potter County); On-site; USD 42,000 - 56,000; Full time

Job summary

Zito Media in Coudersport, PA is seeking an Escalation Coordinator to act as the main contact for technical and customer issues. This full-time role requires 40+ hours weekly, including one weekend day, and offers a comprehensive benefits package.

The ideal candidate will have strong problem-solving skills, reliable attendance, and the ability to communicate effectively with customers and team members. Prior cable-industry exposure is a plus, with opportunities to travel as needed.

Qualifications

• 1 year of customer service experience required.
• 1 year of cable industry experience preferred.
• Ability to solve problems and use sound judgment.
• Willingness to work after hours or weekends and travel if required.

Responsibilities

• Check and follow up on recent service calls, escalat ing ongoing issues.
• Follow up on recently completed installs to ensure customer expectations are met.
• Review and escalate recurring monthly issues.
• Use monitoring tools to identify issues that could drive calls.
• Identify training opportunities for staff.
• Handle escalated issues and disconnect requests.
• Develop offers to retain subscribers.
• Monitor for new competitors or offers in identified areas.
• Provide readouts and progress reviews.
• Assist with special projects as needed.
• Perform other related duties as assigned.

Skills

Customer service

Problem solving

Communication skills

Ethical conduct

Time management

Travel readiness

Job description

Zito Media in Coudersport, PA is seeking an Escalation Coordinator to act as the main contact for technical and customer issues. This full-time role requires 40+ hours weekly, including one weekend day, and offers a comprehensive benefits package.

The ideal candidate will have strong problem-solving skills, reliable attendance, and the ability to communicate effectively with customers and team members. Prior cable-industry exposure is a plus, with opportunities to travel as needed.