Representative, Corporate Escalation

About the role

Ezee Fiber, proudly recognized by PCMag as the Best Overall ISP in the U.S. for 2026, is seeking an analytical individual with strong customer service and communication skills to work with other teams to bring resolution to a customer’s account issues in a Support Office position.

At Ezee Fiber, every team member plays a vital role in delivering reliable, high-speed internet and exceptional customer experiences. The company values innovation, professional growth, and making a meaningful impact in the communities it serves, guided by its core values of Integrity, Compassion, Accountability, and Collaboration.

Responsibilities

• Provide exceptional customer service by addressing customer inquiries, resolving disputes, and explaining account details.
• Maintain accurate and up-to-date records of activities, including customer interactions.
• Engage in professional and effective negotiations to secure payment arrangements or settlements while considering the customer's financial situation and company policies.
• Review customer accounts to assess issues and prioritize resolution efforts accordingly.
• Prepare regular reports on customer resolution activities and the status of outstanding issues for management and government review.
• Ensure compliance with all relevant laws and regulations and company policies.
• Demonstrate flexibility by adapting to changing business needs and providing cross-functional support within the department.

Qualifications

• High school diploma or GED required; additional education or certification in collections or customer service is a plus.
• Minimum of 2-4 years of experience in a Contact Center environment is highly desirable.
• Strong passion for engaging with the public and delivering exceptional service.
• Excellent written and verbal communication skills, with strong interpersonal abilities.
• Proven negotiation and problem-solving skills.
• Analytical thinker with the ability to interpret data to support sound decision-making.
• Composed and empathetic approach to managing challenging or high-pressure situations.
• Advanced proficiency in Microsoft Office Suite, particularly Excel, for data tracking and reporting.
• Exceptional attention to detail and organizational skills.
• Flexible and adaptable in a fast-paced, dynamic work environment.
• Capable of working independently with minimal supervision.
• Skilled in troubleshooting and identifying customer needs effectively.
• Strong multitasking abilities, with excellent time management and prioritization skills.
• Bilingual (preferred).
• Valid Driver's License.

Benefits

• Competitive compensation package.
• Comprehensive medical, dental, and vision benefits.
• Employee Assistance Program (EAP).
• 401(k) with company match.
• Paid time off and other generous benefit programs.
• Tuition reimbursement.