Executive Customer Relations Specialist

Executive Customer Relations Specialist

Location:

Bethpage, NY, US, 11714

Brand:
Optimum

Requisition #: 11554

The Executive Customer Relations Specialist serves as the face of Optimum, ensuring a world‑class customer service experience. The specialist is responsible for resolving the most highly escalated customer‑initiated issues received by internal personnel, partners, agencies, and executives. The goal is to advocate for customers by delivering world‑class service and managing all escalations to obtain the best possible response and resolution while maintaining professional standards.

The specialist will respond to complaints and inquiries from Regulatory Agencies, Senior Executives, Government Affairs, and directly from customers, handling escalations received at three levels:
Senior Executives, government agencies, and customers.

• Complete initial outbound contacts (written and voice) with the customer to confirm receipt and attempt to resolve the issue(s).
• Demonstrate ownership of customer issues and work proactively with all Optimum business units, partners, and vendors to manage issues through to a complete resolution promptly within SLA.
• Demonstrate sound negotiation, problem‑solving, and conflict‑resolution skills by working to resolve issues within authority and parameters while utilizing sound judgment to determine when escalation is necessary.
• Advocate as the voice of the customer to Optimum and make recommendations to address the root causes of escalations.
• Capture all pertinent customer contact information accurately within data capture systems and ensure data is maintained correctly.
• Follow escalation and complaint procedures to ensure all escalations are appropriately tracked and all relevant parties are informed of actions taken.
• Utilize appropriate tools to provide the customer with relevant information and identify knowledge gaps or outdated policy that caused frontline efforts to fail.
• Maintain contact with other relevant customer groups within Optimum to ensure support for resolution of issues, consistency of approach, and smooth cross‑department cooperation.
• Participate in team meetings, discussions, and other activities as required.

• Bachelor's Degree or relevant work experience.
• Minimum of 5 years of customer service experience required.
• Previous corporate escalation or higher‑tier experience desired;
  Lead or supervisory experience preferred.
• Exceptional verbal and written communication skills.
• Ability to communicate effectively with all levels of management and company personnel.
• Exceptional problem‑solving and critical‑thinking skills.
• Highly effective organizational skills.
• Demonstrated negotiation and conflict‑management skills.
• Proficiency in MS Outlook, Word, PowerPoint, and Excel.
• Proven success working in a collaborative team within a fast‑paced, highly visible, customer‑centric, focused environment.
• Ability to wear a telephone headset.
• Ability to work independently and follow directions with minimal follow‑up by management.
• Schedules may include a weekend day.

Pay is competitive and based on a number of job‑related factors, including skills and experience. The starting pay rate/range at time of hire for this position at the posted location is $57,802.00–$94,960.00 per year.

We are an Equal Opportunity Employer committed to recruiting, hiring, and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment‑related information, photos, education information, and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA‑compliant background screening, human resource administration, and compliance with federal, state, and local law.

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.