Representative, Corporate Escalation

Ezee Fiber•Houston, TX

15h

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 equivalent; additional education or certification in collections or customer service is a plus.
Prior 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.

Nice To Haves

Bilingual (preferred)

Responsibilities

Customer Service: Provide exceptional customer service by addressing customer inquiries, resolving disputes, and explaining account details.
Communication Skills: strong written and verbal skills, as there will be letters/emails and documentation involved in this position.
Documentation: Maintain accurate and up-to-date records of activities, including customer interactions.
Negotiation: Engage in professional and effective negotiations to secure payment arrangements or settlements while considering the customer's financial situation and our company's policies.
Account Analysis: Review customer accounts to assess issues and prioritize resolution efforts accordingly.
Reporting: Prepare regular reports on customer resolution activities and the status of outstanding issues for management and government review.
Compliance: Ensure compliance with all relevant laws and regulations and company policies.