Customer Escalations & Advocacy Representative
Remote
Full Time
Network Operations
Mid Level
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. The following are some of the most important and definitions of each are included at the end of this job posting: Safety and Security, Quality of work, and Results-Orientation.
REQUIRED QUALIFICATIONS
- 3+ years in account management, sales, customer success, or a related customer-facing role — ideally within telecommunications, ISP, or technology sectors.
- Strong problem-solving skills and a solution-oriented mindset.
- Excellent communication, active listening, and conflict resolution skills.
- Proven ability to manage high-stakes or emotionally charged customer interactions with professionalism and empathy.
- Comfortable collaborating across teams and influencing without direct authority.
- Experience analyzing data and trends to recommend business process improvements.
- Knowledge of Sonar (or other) CRM tools preferred.
JOB DETAILS AND PHYSICAL REQUIREMENTS
- This has no travel requirements.
- Must be authorized to work in the United States.
- This is a staff position.
- This is a Nonexempt position.
- This is a Full-Time position.
- This is a Remote position.
- The schedule for this position is based on company requirements for the role. At this time the schedule is Monday through Friday with occasional weekend availability as needed to fulfill the core duties of the role.
- This position requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment.
- This position requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time.
Vero Broadband was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well.
NOTICES
Vero participates in E-Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. For more information about E-Verify, please visit: www.e-verify.gov
This position requires the ability to pass a standard background check upon offer of position.
At least 2 professional references are required.
CORE COMPETENCY DEFINITIONS
Safety and Security: Employees with a competency of safety and security are able to observe safety and security procedures, report potentially unsafe conditions and use equipment and materials properly. At intermediate levels that can determine appropriate action beyond guidelines. At higher levels of competency, employees make proactive suggestions to improve safety and security within their department or across the organization.
Quality of work: Employees with high quality of work demonstrate accuracy and thoroughness in their work product. They look for ways to improve and promote quality and can apply feedback to improve performance. A stronger employee will monitor their own work to ensure quality.
Results-oriented: Employees who are results-oriented focus on achieving results for the organization or team. Most employees routinely achieve their goals and gradually move on to more challenging tasks. More results-oriented employees go beyond that baseline to deliver exceptional value in their daily work.
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