Customer Escalations & Advocacy Representative

Customer Escalations & Advocacy Representative Department :

• Networks Operations  POSITION SUMMARY  The Customer Escalations & Advocacy Representative will serve as a senior customer-facing resource responsible for managing complex and sensitive escalations across Vero Fiber’s residential, small business, and enterprise segments.
• This role will advocate for customer needs internally, drive resolution of recurring issues, and work cross-functionally to improve customer experience and retention.    RESPONSIBILITIES  Act as the primary escalation point for high-impact, sensitive, or unresolved customer issues.  Proactively track, document, and analyze escalation trends to identify root causes and recommend process or policy improvements.  Partner with frontline customer service, billing, technical support, NOC, and engineering teams to drive timely and effective resolution of escalated cases.  Serve as an internal customer advocate, ensuring customer perspectives and pain points are considered in operational and strategic decisions.  Manage direct communication with customers in escalated situations, providing clear, empathetic, and solution-focused updates.  Support retention efforts for high-value or at-risk accounts by collaborating with management, sales, and service support teams.  Develop escalation handling processes, playbooks, and best practices to standardize and improve how Vero manages escalated customer issues.  Prepare and deliver regular reports summarizing escalation volume, drivers, outcomes, and any recommendations for improvement.  CORE COMPETENCIES There are several competencies required to be successful in this position.

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