Corporate Customer Escalations Specialist I

JOB SUMMARY

The Corporate Customer Escalations Department (CCED) serves as the primary fulfillment group for all Corporate Escalations, including sources such as Executive, Government Agency, Regulatory, Legal and Media. The role of the CCED Specialist I is to assist the escalations leadership team in providing specific research or handling difficult or challenging escalations as requested by Senior and Executive Leadership, Legal, or Media.  Key attributes include initiative, problem solving, an extensive level of product and service knowledge, and a keen eye for detail.  Ability to identify business needs and process opportunities is essential. Candidate must possess strong oral and written communication skills and must have proficient escalation management skills. This position has no supervisory responsibilities.

MAJOR DUTIES AND RESPONSIBILITIES

• Assist the CCED escalations team and the enterprise leadership team with any requests for further investigation and research.
• Responsible for the thorough completion of requests along with realistic timelines when significant research is required.
• Serve as a resource for CCED leadership regarding the post-resolution analysis. 
• Provide expert knowledge related to company products, services, business rules and policies. 
• Utilize business communication skills to articulate verbally and in writing, a complete summary, analysis and conclusion of escalated complaints. 
• Act as a subject matter expert in assisting other CCED Specialists to help enhance their knowledge.
• Provide coverage for corporate escalations processing during heavy volume periods.
• Ability to handle various tasks simultaneously, organizes, prioritizes, and works efficiently and effectively under deadlines.
• Ability to maintain impartiality, remain objective and possess strong judgment skills.
• Perform all other duties as assigned.

REQUIRED QUALIFICATIONS

• Skills/Abilities and Knowledge
• Ability to read, write, speak and understand English.
• Exceptional written and verbal communication skills.
• Proficient understanding of product offerings, service support in all lines of business, policies and business rules.
• Proven knowledge of Microsoft Office applications, specifically Excel, required.
• Must be able to navigate seamlessly among multiple customer service tools.
• Ability to handle emotionally difficult situations with professionalism and maturity.
• Ability to apply investigative and analytical skills to position duties.

Successfully completed Career Progression assessment qualifications.

Education
High School Diploma or equivalent

Related Work Experience 

2 Years - Directly supporting Charter customers

WORKING CONDITIONS
Office environment 
Call center environment
Overtime may be required, based upon business need

COP145 2023-14145 2023

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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Salary : $20 - $27