Intake Coordinator - Executive Customer Relations

Company: Altice USA Inc.
Location: Jericho
Posted on: November 22, 2022

Job Description:

Intake Coordinator - Executive Customer Relations

Job ID: 2022-35029

Location:

200 Jericho Quadrangle, Jericho, NY 11753

We are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

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.

Requirements

* 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.

Altice USA is 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.

Altice USA, Inc. 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 Altice 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.

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Keywords: Altice USA Inc., New Rochelle , Intake Coordinator - Executive Customer Relations, Other , Jericho, New York