Specialist Consumer Relations

Consumer Relations Specialist is responsible for seamless communication between Regional Leadership and Call Center employees. While providing an outstanding experience with both new and existing customers, the Customer Specialist will be armed with superior product knowledge and a passion for customer satisfaction. The Customer specialist will be preventing customer churn by providing solutions to a customer’s needs and upselling products and services in a fast-paced and energetic environment.

Works with REGIONAL LEADERSHIP and team regarding high-value customer issues by fielding calls and emails for both residential and business customers. Manages escalated customer issues from REGIONAL LEADERSHIP to provide timely resolutions and/or save the customer. Identify areas of opportunity for selling, and competitive issues and share with REGIONAL LEADERSHIP. Will have a high visibility presence in the call center by providing the initial point of contact for escalated Saves issues from designated REGIONAL leadership. Maintain confidentiality and availability to represent and facilitate issue resolutions. Interact with Frontier Small Business Customers. Meet and exceed Saves’ escalation ratios and Team goals. Complete Saves/services order escalation activity in an accurate and timely manner. Ability to interact positively with various levels of the leadership team and agents, while providing professional responses to our customers; questions, and concerns during call escalations. Will work independently and must make solid decisions.

Provide support to other units of the business with handling customer escalations, such as Consumer Relations letters and emails or Public Relations.

Responds to consumer complaints with reports and by telephone promptly. Occasionally conduct conference calls with FCC, PSC and Attorney General’s office, and other external agency investigators and consumers. Also responsible for responding to complaints made to the Federal Communications Commission, State Attorney General's Office, Better Business Bureau, and other external agencies. Represent the Company in Small Claims Court when necessary. Internal: Handle escalations and provide resolutions and customer satisfaction for customers who have called to call center. Interact with local and regional managers for resolutions to customer complaints. Make appropriate adjustments and issue credits when justified. Respond either in writing or verbally when appropriate. Research local, state, and federal tariffs to support decisions. Work with Regulatory and provide them information as needed for problem resolution. Write follow-up letters to customers who have been escalated internally. Establish new protocols and operations when there exists an area of concern or a specific problem has been identified. Work with coaches to identify specific issues customers have brought forward and take necessary steps for a binding resolution. Listen to issues from customer care representatives and provide resolution or establish protocol.

When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica

Must demonstrate proficiency with Outlook. Strong skills in oral and written communication, prioritization, management of multiple tasks, and teamwork. Other duties as assigned.

Frontier salaries estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.