Escalations Coordinator - Coudersport, PA

About the role

Serves as a point of contact for technical and customer issues. This is a full-time position, working 40+ hours per week including one weekend day.

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 escalate 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

Required Skills & Experience

• 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 escalate 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

Benefits

• Medical, dental, and vision coverage
• 401(k) plan
• Discounted services for employees who reside within the Zito coverage areas