Customer Care Specialist

Process and resolve complex escalated customer requests with supervisor oversight, ensuring timely and accurate outcomes. Monitor, review, and return internal and external calls and emails, documenting interactions in Salesforce, RISE, and billing systems. Collaborate with Business Unit and Customer Resource Center personnel to implement innovative solutions for escalated concerns. Perform root cause analysis on trending patterns by reviewing phone calls and reporting data. Develop action plans with the team to build effective processes and promote Customer Zeal while prioritizing information input into Company systems.