Executive Customer Relations Specialist

Career Opportunities: Executive Customer Relations Specialist (12090) Requisition ID 12090 -Posted 08/04/2026 - Exec Customer Relations - Telecommunications - USA.NY.Bethpage-1111 Stewart 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 seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. 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. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you! Job Summary The Executive Customer Relations Specialist serves as the face of Optimum, ensuring a world-class customer service experience. The ECR Specialist is responsible for resolving the most highly escalated customer-initiated issues that are received by internal, partner employees, agencies, and executives. The objective of the position is to advocate for our customers by delivering world-class customer service and managing all escalations to obtain the best possible response/resolution while maintaining the highest professional standards. The ECR Specialist will provide responses to complaints and inquiries from Regulatory Agencies, Senior Executives, Government Affairs, and directly from customers. The primary activities of the position will include handling escalated customer issues by researching the customers concerns and working across internal and external stakeholders to resolve them. These activities require the consistent delivery of response and resolution for the customer, the ability to take ownership, and staying up-to-date with knowledge of Optimum policies, procedures, and service standards. The Specialist is responsible for responding to, researching, and resolving customer escalations received on three levels. The first level of complaints handled is from Senior Executives - Office of the President, The CEO, the Chairman's office, other Senior Corporate Executive's, and complaints from Government Affairs. The second level of complaints are received from government agencies. This category will include but not be limited to the Federal Communications Commission (FCC) and the Attorney General Office (AGO) complaints. Responses to this category of escalation should be closely aligned with Legal and Government Affairs perspectives. The third level of complaints comes directly from customers. Responsibilities 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 your authority and parameters while utilizing sound judgment to understand when it will be both effective and necessary to elevate to a higher authority. #J-18808-Ljbffr Optimum