Windstream · 18 hours ago
Executive Escalation Specialist
United States
Full-time
Remote
Senior Level
$20.05/hr - $24.71/hr
5+ years expWindstream is a provider of high-speed broadband Internet, phone service, and Digital TV packages. The Executive Escalation Specialist is responsible for managing and resolving customer complaints and inquiries related to Kinetic's products and services, ensuring a high level of professionalism and service-oriented communication.
Internet
Responsibilities
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
Qualification
Required
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
High School diploma or equivalent and 5+ years experience with 3+ years directly related to the job
Preferred
Systems knowledge including: DCRIS, CAMS, Microsoft Office, MSS, iCare, Rio, Clarify, SAT, Revchain 7, APTIS, Salesforce
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
Company
Windstream
Windstream and Uniti have merged - Please follow us at Uniti Group, Inc.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknown2019-01-02Acquired
Leadership Team
David Plakosh
VP of R&D / CTO - Allworx
Jeff Austin
Chief Technology Officer at Kinetic by Windstream
Recent News
2025-06-21
Arkansas Business — Business News, Real Estate, Law, Construction
2025-05-07
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