Corporate Escalation Specialist II
Company: SPECTRUM
Location: Simpsonville
Posted on: May 16, 2022
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Job Description:
JOB SUMMARY
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. The role of the CCED Specialist II is to assist the
escalations leadership team in providing specific research or
handling difficult or challenging escalations as requested by
Senior and Executive Leadership, Legal, or Media. Key attributes
include initiative, problem solving, an extensive level of product
and service knowledge, and a keen eye for detail. Ability to
identify business needs and process opportunities is essential.
Candidate must possess strong oral and written communication skills
and must have proficient escalation management skills. This
position has no supervisory responsibilities
MAJOR DUTIES AND RESPONSIBILITIES
Assist the CCED escalations team and the enterprise leadership team
with any requests for further investigation and research.
Responsible for the thorough completion of requests along with
realistic timelines when significant research is required.
Serve as a resource for CCED leadership regarding the
post-resolution analysis.
Provide expert knowledge related to company products, services,
business rules and policies.
Utilize business communication skills to articulate verbally and in
writing, a complete summary, analysis and conclusion of escalated
complaints.
Act as a subject matter expert in assisting other CCED Specialists
to help enhance their knowledge.
Provide coverage for corporate escalations processing during heavy
volume periods.
Ability to handle various tasks simultaneously, organizes,
prioritizes, and works efficiently and effectively under
deadlines.
Ability to maintain impartiality, remain objective and possess
strong judgment skills.
Perform all other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
High School Diploma or equivalent
Related Work Experience
2+ Years - Directly supporting Charter customers
WORKING CONDITIONS
Office environment
Call center environment
Overtime may be required, based upon business need
COP195 304843 304843BR
Keywords: SPECTRUM, Asheville , Corporate Escalation Specialist II, Other , Simpsonville, North Carolina
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