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Corporate Escalation Customer Response Specialist

2 months ago

Houston, Texas, United States Ezee Fiber Full time
About Ezee Fiber

Ezee Fiber is a rapidly growing Houston-based fiber telecommunications company that provides affordable and reliable multi-gig internet service to residential, business, and government customers through its 100% fiber-optic network.

Job Summary

We are seeking an analytical individual with strong customer service and communication skills to work as a Corporate Escalation Customer Response Agent. This person will work with other teams to bring resolution to a customer's account issues.

Key Responsibilities
  • Provide exceptional customer service by addressing customer inquiries, resolving disputes, and explaining account details.
  • Utilize strong written and verbal communication skills to effectively communicate with customers and internal teams.
  • 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 our company's 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.
Requirements
  • Bilingual (preferable)
  • High school diploma or equivalent; additional education or certification in collections is a plus.
  • Excellent communication (written and verbal) and interpersonal skills.
  • Excellent negotiation and problem-solving abilities.
  • Analytical mindset with the ability to leverage data for decision-making.
  • Ability to handle stressful situations with professionalism and empathy.
  • High level of computer skill navigation a must.
  • Proficiency in using Microsoft Office Suite of intermediate or above level.
  • Strong attention to detail and organizational skills.
  • Ability to adapt to a fast-moving and changing environment.
  • Ability to work independently.
  • Ability to troubleshoot and identify customers' needs.
  • Ability to multitask, prioritize, and manage time effectively.
What We Offer
  • Competitive compensation package
  • Health, Dental, and Vision insurance
  • 401k match
  • Paid time off and other generous benefit programs