Executive Escalation Specialist

Uniti

3d•$20 - $25•Remote

About The Position

The Executive Escalation Specialist is a member of Kinetics’ Executive Customer Relations Team. The position is primarily responsible for receiving, resolving and responding to Consumer and Business complaints and inquiries related to Kinetic’s products and services. This position can be filled remotely anywhere within the country.

Requirements

Strong verbal and written communication skills are required to assess complaints, escalate their resolution, and communicate with customers and internal departments
The ability to compose professional response letters and maintain influential relationships at all levels within the customer's organization
Knowledge of telecommunication products and services is required as well as problem solving skills to diffuse customer problems.
Strong organizations skills, the ability to prioritize multiple tasks, and the ability to multi- task
Ability to learn new processes quickly
Skills to handle irate customers in a calm, professional manner
Capability to make decisions without assistance from Supervisor or Manager
Flexibility with assignments and delegation of tasks assigned by Supervisor or Manager
Flexibility to work overtime and weekends
High School diploma or equivalent and 5+ years experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

Nice To Haves

Systems knowledge including: DCRIS, CAMS, Microsoft Office, MSS, iCare, Rio, Clarify, SAT, Revchain 7, APTIS, Salesforce.

Responsibilities

Address complaints from, but not limited to, State Public Service Commission, BBB, FCC, Attorney General, Letters, Call to Corporate, and Emails to our Executive Team. These inquiries and complaints are escalations that must be handled in a more sensitive and service-oriented manner than general inquiries supported by the Care organization.
Display a high level of professionalism and acute focus on the customer
Perform complaint responsibility tasks, which include resolving all outstanding issues, conducting root cause analysis, generating formal written responses to serving agencies, and communicating findings verbally to all relevant parties
Resolve complaints by interacting with members of all functional teams as well as senior leadership within Kinetic
Track and log complaints in a database for corporate reporting