Corp Escalation 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. This position focuses on processing customer complaints, compliments and feedback by performing research to accurately represent customer issues and identifying the appropriate business owner for resolution. The CCED Specialists are also responsible for monitoring response time commitments in accordance with the escalation source requirements.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Receive customer complaints from a variety of internal and external sources.

Conduct initial research to understand customer concerns to identify circumstances/actions that caused a customer to escalate.

Utilize business communication skills to professionally discuss concerns with customers and department leadership.

Accurately and succinctly summarize customer data and concerns to ensure the business owner has all information necessary to address the complaint.

Document a complete view of a customer's experience to identify all contributors to an escalation.

Accurately Identify appropriate fix agent departments to expedite customer resolution.

Serve as a resource for business owners throughout the escalation resolution process; answering questions regarding the process and inclusion justification for their departments.

Identify and adhere to any special handling requirements on a case-by-case basis.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Demonstrated written and verbal communication skills

Demonstrated self-initiative

Proven knowledge of Microsoft Office applications (Word, Excel, and Outlook)

Must be able to navigate seamlessly among multiple computer applications to gather and aggregate necessary information

Ability to handle emotionally difficult situations with professionalism and maturity

Ability to handle various tasks simultaneously and work efficiently and effectively under deadlines

Required Education

High school diploma or equivalent

Required Related Work Experience and Number of Years

Directly supporting customers - 2+

WORKING CONDITIONS

Office environment
Call center environment

EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

COP

Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

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

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.

Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.

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