Escalations Specialist – Cable Support & CX

T E C Industrial Inc; Coudersport (Potter County); On-site; USD 31,000 - 35,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Discounted services

Job summary

Zito Media is seeking an Escalation Coordinator for its Coudersport, PA office to serve as the primary contact for technical and customer issues, ensuring timely resolution and customer satisfaction.

This full-time, non-exempt role requires 40+ hours weekly, including one weekend day. Base pay ranges from $31,000 to $35,000 per year, with a robust benefits package and opportunities to support ongoing customer care improvements.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service experience

Cable industry experience

Problem solving

Communication skills

After-hours availability

Education

High school

Job description

Zito Media is seeking an Escalation Coordinator for its Coudersport, PA office to serve as the primary contact for technical and customer issues, ensuring timely resolution and customer satisfaction.

This full-time, non-exempt role requires 40+ hours weekly, including one weekend day. Base pay ranges from $31,000 to $35,000 per year, with a robust benefits package and opportunities to support ongoing customer care improvements.