Zito Media currently has an opening for an Escalation Coordinator in the Coudersport, PA office to serve as a point of contact for technical and customer issues.
This is a full-time position, working 40+ hours per week including one weekend day.
Essential functions of the position include:
Check and follow up on recent service calls and completed maintenance work; escalating any issues that persistFollow up on recently completed installs to make sure all customer expectations are metReview and escalate issues that have resulted in repeated service calls in a monthUsing monitoring tools, proactively identify issues that could drive customer contactsIdentify training opportunities for the Customer Service or Technical Operations staffHandle escalated issues and disconnect requests from identified areasDevelop and utilize new offers to retain existing subscribersMonitor for any new competitors or offers in identified areasProvide readouts / progress reviewsAssist with special projects as neededPerform other related duties and tasks as assigned or as become evident.