Executive Escalation Specialist

Kinetic provides high-speed broadband Internet, phone service, and Digital TV packages to residential customers as well as products and services for small, medium, and large businesses, and government agencies. www.GoKinetic.com

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About The Role

The Executive Escalation Specialist is a member of Kinetics’ Executive Customer Relations Team. The position is primarily responsible for receiving, resolving and responding to Consumer and Business complaints and inquiries related to Kinetic’s products and services. ***This position can be filled remotely anywhere within the country.***

What You’ll Do

• Address complaints from, but not limited to, State Public Service Commission, BBB, FCC, Attorney General, Letters, Call to Corporate, and Emails to our Executive Team. These inquiries and complaints are escalations that must be handled in a more sensitive and service-oriented manner than general inquiries supported by the Care organization.
• Display a high level of professionalism and acute focus on the customer
• Perform complaint responsibility tasks, which include resolving all outstanding issues, conducting root cause analysis, generating formal written responses to serving agencies, and communicating findings verbally to all relevant parties
• Resolve complaints by interacting with members of all functional teams as well as senior leadership within Kinetic
• Track and log complaints in a database for corporate reporting
  
  

Do You Have?

• Strong verbal and written communication skills are required to assess complaints, escalate their resolution, and communicate with customers and internal departments
• The ability to compose professional response letters and maintain influential relationships at all levels within the customer's organization
• Knowledge of telecommunication products and services is required as well as problem solving skills to diffuse customer problems.
• Strong organizations skills, the ability to prioritize multiple tasks, and the ability to multi- task
• Ability to learn new processes quickly
• Skills to handle irate customers in a calm, professional manner
• Capability to make decisions without assistance from Supervisor or Manager
• Flexibility with assignments and delegation of tasks assigned by Supervisor or Manager
• Flexibility to work overtime and weekends
  
  

Even Better

• Systems knowledge including: DCRIS, CAMS, Microsoft Office, MSS, iCare, Rio, Clarify, SAT, Revchain 7, APTIS, Salesforce.
  
  

Minimum Requirements

High School diploma or equivalent and 5 years experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

The compensation range for this position is from $20.05/hr - $24.71/hr.

Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting-Lowering >1-15 lbs: Occasionally: 0-33% >15-30 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% |Far Vision: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance: Computer, Printer, Telephone, Basic Office Supplies, Copier

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Our Benefits

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan
  
  

Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@uniti.com as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.