Spectrum Jobs – Corporate Escalation Specialist

Website Spectrum

Job Description:

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.

Job Responsibilities:

  • Serve as a resource for CCED leadership regarding the post-resolution analysis.
  • Ability to maintain impartiality, remain objective and possess strong judgment skills.
  • Provide expert knowledge related to company products, services, business rules and policies.
  • Responsible for the thorough completion of requests along with realistic timelines when significant research is required.
  • Provide coverage for corporate escalations processing during heavy volume periods.
  • Assist the CCED escalations team and the enterprise leadership team with any requests for further investigation and research.
  • Act as a subject matter expert in assisting other CCED Specialists to help enhance their knowledge.
  • Utilize business communication skills to articulate verbally and in writing, a complete summary, analysis and conclusion of escalated complaints.
  • Ability to handle various tasks simultaneously, organizes, prioritizes, and works efficiently and effectively under deadlines.

Job Requirements:

  • Exceptional written and verbal communication skills.
  • 2+ Years – Directly supporting Charter customers
  • Ability to read, write, speak and understand Engli
  • Must be able to navigate seamlessly among multiple customer service tools.
  • High School Diploma or equivalent
  • Proficient understanding of product offerings, service support in all lines of business, policies and business rules.
  • Proven knowledge of Microsoft Office applications, specifically Excel, required.
  • Ability to apply investigative and analytical skills to position duties.
  • Ability to handle emotionally difficult situations with professionalism and maturity.
  • Successfully completed Career Progression assessment qualifications.

Job Details:

Company: Spectrum

Vacancy Type: Full Time

Job Location: Simpsonville, SC, US

Application Deadline: N/A

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