Manage complex customer escalations for telMAX from York Region, using sound judgment, empathy, and clear communication across hybrid operations.
As a senior Customer Service Advocate, you will own issues from CCTS, BBB, and Resident Relations queues through resolution. You will represent the customer internally, bridge departmental gaps, and support lasting solutions. The work requires customer operations experience, analytical thinking, and strong interpersonal skills.
Key Responsibilities:
- Manage daily escalations from CCTS, BBB, and Resident Relations
- Coordinate handoffs across technical, network, field, billing, and sales teams
- Provide Care team feedback about process adherence
- Ensure compliance with applicable regulatory requirements
- Monitor surveys and act on customer feedback
Requirements:
- Minimum two years in customer operations or customer service
- Ability to resolve complex issues beyond quick fixes
- Sound judgment for escalations, retention, and sensitive situations
- CRM, ticketing, and Microsoft Office proficiency
- Quality assurance, SLA management, and reporting experience
Bring customer advocacy, escalation management, and thoughtful communication to telMAX's growing all-fibre customer operations team.
Senior Customer Escalations Advocate in Markham employer: telMAX
At telMAX Inc., we pride ourselves on being a leading employer in York Region, offering a vibrant work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through our competitive compensation packages, comprehensive benefits, and opportunities for professional development within the rapidly expanding telecom sector. Join us to be part of a dynamic team that values integrity, agility, and customer-centricity, all while contributing to the future of digital infrastructure in Southern Ontario.
