Shared Services Specialist

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary

• The Shared Services organization plays a key role in protecting the customer experience and providing direct support in response to escalated service tickets, billing errors and account maintenance items. This team will often serve as the final opportunity for the business to make a recovery from service issues that have adversely impacted the customer experience. The Shared Services Specialist works closely with internal departments and stakeholders to identify, document, and resolve these issues.

Responsibilities

• Resolve issues resulting from escalated tickets for second level troubleshooting received from the Customer Care organization
• Act as a liaison between the Communications Desk, Network Operations Center, Billing Assurance, Government Affairs, and Legal to define, analyze, and resolve complex escalated issues
• Provide support to the Legal department by researching customer interactions and providing the documentation needed to support those claims, contacting customers for Digital Millennium Copyright Act infringement terminations and notifications and other requests as needed
• Work closely with the Billing department and reach out to customers as needed for changes to customer billing that need to be corrected
• Specialty account handling and maintenance including employee account processing, campus accounts, beta accounts, test accounts, account ownership changes, municipal accounts, billing address updates, returned mail and any other account maintenance requests
• Customer Priority Network Information (CPNI) investigations and escalations
• Terms of service investigations
• Customer data requests and customer contact as needed

Qualifications

• College degree or complimentary work experience
• Minimum of 3 years of customer service experience
• Advanced knowledge of customer service applications, technical troubleshooting, and billing troubleshooting
• Proficient in the use of Microsoft Word, Excel, and PowerPoint
• Knowledge of Microsoft Access and contact center technology (e.g. call recording, CRM, ticketing systems, etc.)
• Ability to work in a fast-paced environment
• Strong skills and knowledge of computer software, utilizing windows-based software
• Strong problem solving, conflict resolution and analytical skills
• Strong organizational skills with the ability to handle multiple tasks simultaneously
• Strong relationship building skills using excellent written, analytical, and listening skills

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
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.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and 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. Please review our Fraud FAQ for further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $42,000.00 - $69,000.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty