Representative, Corporate Escalation

Ezee Fiber•Houston, TX

1d•Onsite

About The Position

Ezee Fiber is seeking an analytical individual with strong customer service and communication skills. This person will work with other teams to bring resolution to a customer’s account issues. This is a Support Office position.

Requirements

High school diploma or GED required
Minimum of 2-4 years of experience in a Contact Center environment is highly desirable.
Strong passion for engaging with the public and delivering exceptional service.
Excellent written and verbal communication skills, with strong interpersonal abilities.
Proven negotiation and problem-solving skills.
Analytical thinker with the ability to interpret data to support sound decision-making.
Composed and empathetic approach to managing challenging or high-pressure situations.
Advanced proficiency in Microsoft Office Suite, particularly Excel, for data tracking and reporting.
Exceptional attention to detail and organizational skills.
Flexible and adaptable in a fast-paced, dynamic work environment.
Capable of working independently with minimal supervision.
Skilled in troubleshooting and identifying customer needs effectively.
Strong multitasking abilities, with excellent time management and prioritization skills.
Valid Driver's License

Nice To Haves

Additional education or certification in collections or customer service is a plus.
Bilingual (preferred).

Responsibilities

Provide exceptional customer service by addressing customer inquiries, resolving disputes, and explaining account details.
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.
Demonstrates flexibility by adapting to changing business needs and providing cross-functional support within the department, including performing responsibilities outside of primary job duties to ensure business continuity during employee absences, workload fluctuations, or operational priorities.