Representative, Corporate Escalation at Ezee Fiber – Houston, Texas

At Ezee Fiber, our value lies in delivering Speed, Simplicity, and Service in everything we do. We empower our employees to move fast, work smart, and serve customers with excellence. Whether in the field, in the office, or behind the scenes, every team member plays a vital role in helping us provide fast, reliable, and straightforward connectivity solutions to the communities we serve. We are committed to building a culture of accountability, innovation, and customer focus—where everyone contributes to making Ezee Fiber the easiest and most trusted fiber provider in the industry.

Ezee Fiber is seeking an analytical individual with strong customer service and communication skills. This person will work with other teams to bring resolution to a customer's account issues. This is a support office position.

• Customer Service: Provide exceptional customer service by addressing customer inquiries, resolving disputes, and explaining account details.

• Communication Skills: strong written and verbal skills, as there will be letters/emails and documentation involved in this position.

• Documentation: Maintain accurate and up-to-date records of activities, including customer interactions.

• Negotiation: Engage in professional and effective negotiations to secure payment arrangements or settlements while considering the customer's financial situation and our company's policies.

• Account Analysis: Review customer accounts to assess issues and prioritize resolution efforts accordingly.

• Reporting: Prepare regular reports on customer resolution activities and the status of outstanding issues for management and government review.

• Compliance: Ensure compliance with all relevant laws and regulations and company policies.

Education and Experience Requirements: High school diploma or equivalent; additional education or certification in collections or customer service is a plus.

• Prior experience in a contact center environment is highly desirable.

• Strong passion for engaging with the public and delivering exceptional service.

• Excellent written and verbal communication skills, with strong interpersonal abilities.

• Proven negotiation and problem-solving skills.

• Analytical thinker with the ability to interpret data to support sound decision-making.

• Composed and empathetic approach to managing challenging or high-pressure situations.

• Advanced proficiency in Microsoft Office Suite, particularly Excel, for data tracking and reporting.

• Exceptional attention to detail and organizational skills.

• Flexible and adaptable in a fast-paced, dynamic work environment.

• Capable of working independently with minimal supervision.

• Skilled in troubleshooting and identifying customer needs effectively.

• Strong multitasking abilities, with excellent time management and prioritization skills.

• Bilingual (preferred)

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate effectively, and remain in a stationary position for significant portions of the workday. The associate must frequently access, input, and retrieve information from computers and other office productivity devices. The associate may occasionally move about the office and attend meetings or events as needed.

• Competitive compensation package

• Health, Dental and Vision insurance

• 401(k) match

• Paid time off and other generous benefit programs

At Ezee Fiber, we are committed to fostering a diverse and inclusive environment where innovation thrives. As the Representative, Corporate Escalation, you will play a critical role in building a new function that directly impacts our company's growth and success. Join us and shape the future of the telecommunications industry with a team dedicated to excellence and innovation.