Executive Customer Relations- Intake Coordinator

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
Our Executive Customer Relations team interacts directly with Customers, Government Regulatory agencies, our Executives, Government Affairs and Legal teams. The goal of this department is to advocate for our customers by identifying and solving individual and broader issues impacting the quality of our products, services, and the customer experience. The ECR team is responsible for resolving the most highly escalated customer-initiated issues. The objective of the position is to monitor all incoming e-mail correspondence to ensure the sender is acknowledged, a case is created in our case management system, and cases are appropriately assigned to ECR Specialists in an established daily rotation. The ECR Intake Coordinator will also be responsible for adding follow-up notes and additional email correspondence to open cases.
Responsibilities

• Correctly identify the origin of the correspondence to accurately create and assign cases based upon internal assignment procedures.
• Timely creation of cases with associated SLA dates.
• Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is maintained correctly.
• Follow case complaint procedures to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of case status.
• Use sound judgment to understand when it will be both beneficial and necessary to escalate to a higher authority.
• Participate in team meetings, discussions, and other activities as required.

Qualifications

• High School diploma. College preferred.
• Minimum of 1 year of administrative experience required.
• Exceptional verbal and written communication skills.
• Strong affinity for customer service.
• Ability to communicate effectively with all levels of management and company personnel.
• Exceptional critical thinking skills and sound judgment.
• Highly effective organizational skills.
• Previous corporate escalations or higher tier experience a plus.
• Proficiency in MS Outlook, Word, and Excel skills required.
• Ability to work independently and follow directions related to your job with little follow-up by your manager.
• Proven success working within a collaborative team in a fast-paced, highly visible, customer-centric, and focused environment.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
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.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. 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 in New York is $26,692.00 - $32,412.00 / year. The starting pay rate/range at time of hire for this position in Texas is $18,907.00 - $22,958.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
Nearest Major Market: New Jersey