Customer Escalations & Advocacy Representative

Customer Escalations & Advocacy Representative POSITION SUMMARY

The Customer Escalations & Advocacy Representative will serve as a senior customer-facing resource responsible for managing complex and sensitive escalations across Vero Fiber’s residential, small business, and enterprise segments. This role will advocate for customer needs internally, drive resolution of recurring issues, and work cross-functionally to improve customer experience and retention.

• Act as the primary escalation point for high-impact, sensitive, or unresolved customer issues.
• Proactively track, document, and analyze escalation trends to identify root causes and recommend process or policy improvements.
• Partner with frontline customer service, billing, technical support, NOC, and engineering teams to drive timely and effective resolution of escalated cases.
• Serve as an internal customer advocate, ensuring customer perspectives and pain points are considered in operational and strategic decisions.
• Manage direct communication with customers in escalated situations, providing clear, empathetic, and solution-focused updates.
• Support retention efforts for high-value or at‑risk accounts by collaborating with management, sales, and service support teams.
• Develop escalation handling processes, playbooks, and best practices to standardize and improve how Vero manages escalated customer issues.
• Prepare and deliver regular reports summarizing escalation volume, drivers, outcomes, and any recommendations for improvement.

Safety and Security, Quality of work, and Results-Orientation.

• 3+ years in account management, sales, customer success, or a related customer-facing role—ideally within telecommunications, ISP, or technology sectors.
• Strong problem‑solving skills and a solution‑oriented mindset.
• Excellent communication, active listening, and conflict resolution skills.
• Proven ability to manage high‑stakes or emotionally charged customer interactions with professionalism and empathy.
• Comfortable collaborating across teams and influencing without direct authority.
• Experience analyzing data and trends to recommend business process improvements.
• Knowledge of Sonar (or other) CRM tools preferred.
• Must be authorized to work in the United States.
• Requires the ability to pass a standard background check upon offer.

• No travel required.
• This is a staff position.
• This is a non‑exempt position.
• This is a full‑time position.
• This is a remote position.
• The schedule Monday through Friday with occasional weekend availability as needed.
• Requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment.
• Requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended periods of time.

Vero Broadband was formed to fill a need in underserved communities where access to affordable, reliable broadband does not exist. Our goal is to bring the highest quality fiber‑optic broadband services to these communities and to enhance them by creating jobs, supporting local causes, and improving connectivity for schools and rural healthcare.

Vero participates in E‑Verify and will provide necessary work‑authorization documentation. This position requires a standard background check upon offer and at least two professional references are required.

Safety and Security: Employees observe safety and security procedures, report unsafe conditions, and properly use equipment. They can suggest improvements at all competency levels.

Quality of Work: Employees produce accurate and thorough work, seek improvement opportunities, apply feedback, and monitor their own quality.

Results‑Orientation: Employees focus on achieving results for the organization or team, routinely exceed goals, and deliver exceptional value.