Executive Customer Relations Specialist

About the Role

The Executive Customer Relations Specialist serves as the face of Optimum, ensuring a world-class customer service experience. This role resolves highly escalated customer-initiated issues received from internal teams, partner employees, agencies, and executives. The Specialist advocates for customers by delivering exceptional service, managing escalations, and securing optimal resolutions while maintaining professional standards. The position involves responding to complaints from Regulatory Agencies, Senior Executives, Government Affairs, and directly from customers.

Responsibilities

• Complete initial outbound contacts (written and voice) with customers to confirm receipt and attempt to resolve issues.
• Demonstrate ownership of customer issues and collaborate proactively with all Optimum business units, partners, and vendors to resolve issues promptly within SLA.
• Apply sound negotiation, problem-solving, and conflict resolution skills to resolve issues within your authority while escalating to higher authority when necessary.
• Advocate as the voice of the customer to Optimum, making recommendations to address root causes of escalations and complaints.
• Capture all pertinent customer contact information accurately in data systems and ensure data integrity.
• Follow escalation and complaint procedures to track customer escalations and inform relevant parties of resolution actions.
• Utilize appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies/procedures.
• Maintain contact with other customer groups within Optimum to ensure support for issue resolution and cross-department cooperation.
• Participate in team meetings, discussions, and other required activities.

Requirements

• Bachelor’s Degree or relevant work experience.
• Minimum of 5 years of customer service experience.
• Previous corporate escalations or higher-tier experience desired.
• Lead or supervisory experience preferred.
• Exceptional verbal and written communication skills.
• Ability to communicate effectively with all levels of management and company personnel.
• Strong problem-solving and critical thinking skills.
• Highly effective organizational skills.
• Demonstrated negotiation and conflict management skills.
• Proficiency in MS Outlook, Word, PowerPoint, and Excel.
• Proven success working in a collaborative, fast-paced, customer-centric environment.
• Ability to wear a telephone headset and work independently with minimal supervision.
• Willingness to work schedules that may include a weekend day.

Pay

The starting pay rate/range for this position is $57,802.00 - $94,960.00 per year, based on skills and experience.