Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.
The Company offers Optimum-branded digital cable television, high-speed Internet and voice services, as well as Optimum WiFi, the nation’s most robust WiFi network, to residential and business customers across the New York Tri-State area.
The Resolution Specialist serves as the face of Altice USA to the customer, ensuring a world class customer service experience. The core of this role will be to establish, preserve or restore customer loyalty through timely response to requests for call-backs from cross-functional customer survey, single customer corporate escalations, and contact center escalations for final resolution. The primary activities of the position will include handling escalated customer issues through resolution that require research, analysis and working across internal and external stakeholders. These activities require the consistent delivery of high levels of customer satisfaction, ability to take ownership and responsibility for resolution, and require up-to-date knowledge of Altice USA policies, procedures and service standards. Analyzes survey results and understands customer history (i.e. tenure, past trouble calls) in order to take informed action on customer’s behalf.
Inspires customer loyalty by listening, empathizing, displaying ownership and providing timely communication until all issues are resolved. Advocates for the customer’s resolution needs and works collaboratively with other internal department to resolve the customer’s issue, concern or need with urgency, while managing multiple escalations. Consistently and accurately document to databases as required (i.e., DART, IDA, KDB forms, Remedy, etc.). Acts as a conduit for continuous improvement by raising issues that are consistently observed with regards to technology or processes. Identifies broken processes that negatively affect the customer experience and escalates as appropriate. Performs other duties as assigned.
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace