Escalations Coordinator - Coudersport, PA

About the role

Zito Media is seeking an Escalation Coordinator in the Coudersport, PA office to serve as a point of contact for technical and customer issues.

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 ensure all customer expectations are met.
• Review and escalate issues that have resulted in repeated service calls within a month.
• Use monitoring tools to proactively identify issues that could generate customer contacts.
• Identify training opportunities for 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 new competitors or offers in identified areas.
• Provide readouts and progress reviews.
• Assist with special projects as needed.
• Perform other related duties and tasks as assigned or as become evident.

Requirements

• 1 year of customer service experience (required).
• 1 year of experience within the cable industry (preferred).
• Demonstrated ability to solve problems and use sound judgment.
• Flexibility to adjust focus areas as issues are resolved.
• Ability to escalate issues in a timely manner and track them to resolution.
• Ethical conduct with urgency and accountability at all times.
• Excellent written, oral, and interpersonal communication skills.
• Personal computer proficiency.
• Availability to work after hours or weekends when needed.
• Willingness to travel for pre‑planned assignments if required.
• Regular and reliable attendance.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Discounted services for employees residing within Zito coverage areas

Schedule

Full‑time position, 40+ hours per week, including one weekend day. Availability after hours or weekends and for pre‑planned travel is required.