Intake coordinator

Job Summary

Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.

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 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.

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.

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.

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Last updated : 2024-10-11