Executive Escalations & Customer Relations Lead

Optimum Communications Inc.; Bethpage (NY); On-site; USD 58,000 - 95,000; Full time

Job summary

Optimum Communications Inc. in Bethpage, NY is seeking an Executive Customer Relations Specialist to serve as the face of Optimum, resolving highly escalated customer issues and advocating for customers across internal and external stakeholders.

You will own escalations from senior executives, agencies, and direct customers, deliver timely responses, and maintain knowledge of policies and service standards while working to close cases within SLA.

Qualifications

• Bachelor's Degree or relevant work experience
• Minimum of 5 years of customer service experience
• Experience with corporate escalations or higher tier is preferred
• Exceptional verbal and written communication skills
• Ability to communicate effectively with all levels of management and company personnel
• Proficiency in MS Outlook, Word, PowerPoint and Excel
• Willingness to work weekend days

Responsibilities

• Complete initial outbound contacts with the customer to confirm receipt and attempt to resolve the issue(s)
• Demonstrate ownership of customer issues and work with all Optimum units to resolve within SLA
• Demonstrate negotiation, problem-solving, and conflict resolution skills to resolve within authority or escalate
• Advocate for the voice of the customer and address root causes of escalations
• Capture customer contact information accurately in data systems
• Follow escalation and complaint procedures to track escalations and inform relevant parties
• Utilize tools to ensure customers receive relevant information and identify policy gaps
• Maintain cross-department collaboration to support resolution of issues
• Participate in team meetings and other required activities

Skills

Verbal communication

Written communication

Problem-solving

Organizational skills

Negotiation

Conflict management

Teamwork

Independence

Education

Bachelor's Degree or relevant work experience

Tools

MS Outlook

MS Word

PowerPoint

Excel

Job description

Optimum Communications Inc. in Bethpage, NY is seeking an Executive Customer Relations Specialist to serve as the face of Optimum, resolving highly escalated customer issues and advocating for customers across internal and external stakeholders.

You will own escalations from senior executives, agencies, and direct customers, deliver timely responses, and maintain knowledge of policies and service standards while working to close cases within SLA.