Executive Escalations Specialist - Customer Relations

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

Job summary

Optimum, located in Bethpage, NY, seeks an Executive Customer Relations Specialist to lead highly escalated customer issues and liaise with executives, agencies, and customers. The role focuses on advocating for customers, resolving complex problems, and ensuring adherence to policies and service standards.

The ECR Specialist handles escalations across three levels, communicating with Senior Executives, government agencies, and customers, while maintaining professional standards and SLA-driven

Qualifications

• Bachelor's degree or relevant work experience.
• Minimum 5 years of customer service experience.
• Experience with corporate escalations or higher-tier issues preferred.
• Strong written and verbal communication skills.
• Ability to interact with all management levels.

Responsibilities

• Complete initial outbound contacts with customers to confirm receipt and resolve issues.
• Own customer issues and coordinate with units to achieve resolution within SLA.
• Demonstrate negotiation and conflict resolution skills when needed.
• Advocate for the customer and provide root-cause recommendations.
• Accurately capture customer contact information in data systems.
• Follow escalation procedures and keep stakeholders informed.
• Use appropriate tools to share information and identify policy gaps.
• Maintain cross-department cooperation to resolve issues.
• Participate in team meetings and related activities.

Skills

Customer service

Escalation handling

Negotiation

Communication

Team coordination

Independent worker

Problem solving

Adaptability

Education

Bachelor's Degree or relevant work experience

Tools

MS Outlook

MS Word

MS PowerPoint

MS Excel

Job description

Optimum, located in Bethpage, NY, seeks an Executive Customer Relations Specialist to lead highly escalated customer issues and liaise with executives, agencies, and customers. The role focuses on advocating for customers, resolving complex problems, and ensuring adherence to policies and service standards.

The ECR Specialist handles escalations across three levels, communicating with Senior Executives, government agencies, and customers, while maintaining professional standards and SLA-driven