Customer Service Rep - III

Executive Relations Team Member

As a member of the Executive Relations Team, candidate will be responsible for handling the most urgent, complex, and sensitive customer and regulatory agency interactions on behalf of client Senior Leadership team. To represent client in consumer litigation and other court matters, as well as adding value back into the business through Root Cause, Trend, and Customer Experience analysis and feedback. Additionally, the position will address every type of executive and agency matter. The team partners with various customer-facing and support function groups to protect client's business operations, employees, and brand. Analyze and interpret customer data (complaint, promo, network trends) to identify customer experience and value proposition ads. Continuous growth in the role, adapting to constant business changes and line of business evolutions. Candidates will resolve inbound customer cases received via phone, email, executives, and Government Agencies by de-escalating, and renegotiating the solution. Address any escalations to meet business needs that may require case handling outside of the typical case assignments, including incoming/outgoing calls.

Additional responsibilities will include, but not be limited to:

• Balances customer needs and business requirements using problem-solving and decision-making skills to fully support members and drive towards an ideal outcome.
• Consistently demonstrates client’s culture and values.
• Uses multiple systems, tools, and platforms to ensure members receive timely and accurate information, as well as issue resolution.
• Accurately capture all member interactions within designated tools.
• Provide a single point of contact for complex and sometimes high-profile member escalations.
• Works proactively to resolve member issues with internal partners and vendors.
• Ensures member escalations and complaints are resolved and managed to client professional standards.
• Partner with internal teams/subject matter experts such as PR, Legal, and engineering to resolve complaints that are highly client and sensitive.
• Uses feedback loops to report systemic problems (breakpoints) for agent improvements, process improvements, and product experience improvements to internal teams.
• Identifies systematic gaps, workflow modifications, and coaching opportunities with internal/vendor teams to ensure a consistent and positive member experience.
• Responds to and completely owns member and internal escalations.
• Provides written feedback to client internal stakeholders regarding the outcome of the escalation, breakpoints, and next steps to avoid this escalation type.
• Responsible to maintain expert knowledge within the client product lines.
• This will include attending training and building knowledge of product updates and changes.
• Contribute to an internal knowledge base and collaboration platforms to share expertise internally. Share knowledge globally to help other teams reduce escalations.
• Collaborating with cross-functional partners to make business decisions that can improve the member experience.
• Build relationships.
• Acts as a liaison between client internal partners, subject matter experts, and members Client serves to solve problems and improve member outcomes.
• Participate in team meetings and drive operational changes to improve the operations of the team.
• Use case and/or project management skills to self-manage workload, set milestones, and deadlines.
• Meet all pre-established timelines for complaint resolution and department projects.
• Confidently work to resolve high visibility complaints from media, social influencers and etc.
• Interact with and resolve complaints from social media platforms (Twitter, Instagram, Reddit and etc.)
• Manage all Small Claims Court cases from initial contact until presented in court.
• Negotiate with complainant/attorney to settle claims for arbitration with minimal to no monetary loss to the company.

Where candidates will be working:

• This is a work-from-home role performed almost exclusively from your home office with occasional in-person meetings and training.

Client is looking for:

Candidates will need to have:

• Bachelor’s degree or four or more years of work experience.
• Three or more years of relevant work experience in a Customer Service organization.
• Experience in resolving complaints and minimizing conflicts.

Even better if candidates have one or more of the following:

• A degree.
• Experience responding and resolving BBB, FCC and Attorney General complaints.
• Experience with business letter writing.
• Experience with project collaboration with cross-channel teams
• Knowledge of root causes and resolve account concerns.
• Ability to multi-task with different projects and meet deadlines.
• A willingness to look at needs holistically and provide solutions for these needs.
• Strong written and verbal communication skills.
• If Client or client and this role sound like a fit for you, we encourage you to apply even if candidates don’t meet every “even better” qualification listed above.

Equal Employment Opportunity:

• Client is proud to be an equal opportunity employer - and celebrate Client employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status.
• At Client, Client knows that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.
• Client strives for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.
• Check out Client diversity and inclusion page to learn more.

Note:

Client and candidates:

• Named one of Fast Company’s Most Innovative Companies and "Best Telecom Brand" in Adweek’s Challenger Brand Awards, client is on a mission to reimagine what wireless should be: simple, accessible, and inclusive.
• Client is the first all-digital wireless carrier in the US, which means we have no stores, no call centers, and no paper bills, allowing us to pass our savings to our members.
• Client has built client's member experience around communities and challenging the traditional family plan model in the industry - and Client is having a lot of fun doing it.
• Client is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness - disruption, innovation, and culture - while leveraging the assets and benefits of the larger corporation’s backing.
• No single day feels the same at client.
• If you’re someone who’d thrive in this entrepreneurial environment and embraces the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at
• In this hybrid role, you'll work from home with occasional in-person training and meetings.
• Client is hiring in the following locations: Denver CO, Dallas TX, Irvine, CA, Alpharetta GA, Basking Ridge NJ and New York City.