Corporate Escalation Specialist I

Escalation Specialist I

ABOUT THE TEAM

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.

JOB SUMMARY

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.

ESSENTIAL RESPONSIBILITIES OF THE POSITION

• 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.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

(Knowledge, Skills and Abilities)

• 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 General Educational Development (GED) Certification

Required Related Work Experience and Number of Years

Directly supporting customers - 2+

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company.
• Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas.
• Learning Culture: With a focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career.
• Total Rewards: See all the ways we invest in you-at work and in life

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