ULTRA MOBILE is seeking a talented Corporate Escalations Analyst to join the Care Team in Costa Mesa, CA! Individual reports to Senior Manager, Care. Role is hybrid.

This role is a hybrid opportunity that requires a local commutable distance to the HQ Costa Mesa, CA office as needed.

ABOUT THE ROLE

Your usual day of awesomeness includes:  

• Manage, investigate, and process all customer escalation cases from Legal, Fraud and Social Media from start to end.
• Representing CARE, coordinate and work as a liaison between CARE and Legal, Fraud and Compliance teams.
• Support all escalation cases from VIP, Legal, BBB, FCC, Attorney General, Executive and SM channels.
• Gather, investigate, summarize all cases including all interactions from CARE, Root Cause Analysis and report to Sr. Management for high level briefing and closure.
• A proactive approach to gather, investigate, summarize all cases with Root Cause Analysis to support internal Ops Team to take detailed corrective actions with vendors.
• Optimizing the existing Executive Escalations Process including triage and execution of solutions in an expedited manner for high priority customers.
• Supporting the senior executives and management ensuring customer satisfaction in escalated cases by responding directly to the customer if needed.
• Ensure all VIP/Care Social Media KPIs are in the green and report on weekly basis.
• Work closely with VIP/Care Social Media team leads to ensure all cases are being resolved in a timely and quality manner.
• Review and evaluate escalation processes, anticipating requirements, uncovering areas for improvement, and recommend solutions to Care Operations.
• Become a subject matter expert on a wide range of Care procedures, including customer activations, renewals, refunds, payments, network features, devices, retailer integrations, promos, referral programs, and account notifications.
• Perform other duties as assigned, including but not limited to being available for scheduled and non-scheduled on-call during non-business hours.

WHAT YOU BRING

• 1+ years of contact center management experience; vendor management a plus.
• 1+ year in telecommunications customer service experience (Voice & Chat).
• 1+ year in handling complaints/escalations in CARE environment.
• QA experience.
• Must have strong communication, writing, analytical and organizational skills.
• Ability to dissect a call/chat for root cause analysis.
• Any combination of education and experience, college degree preferred.
• Must be a Self Starter, have ownership and detail oriented.
• High sense of urgency to complete analysis, summary and reports in a timely manner.
• Ability to work well with agent, management, and executive level employees.
• Has the ability to work with people from different backgrounds.
• Has the ability to multi-task and handle multiple concerns at the same time.
• Highly motivated, results-driven, and resourceful.
• Excellent problem-solving and decision-making skills.
• Prepared and organized - comes to meetings ready to take notes, answer questions, and participate.
• Logical and critical thinking skills are a must.
• Tech-Savvy, basic working knowledge of mobile device settings (iOS & Android) is a plus.

WE ARE ULTRA & MINT MOBILE

We connect people to what’s most important in their lives: Easily, affordably and reliably. We strive to be California’s Preeminent Destination Employer. Oh yeah, we get it too! We understand what matters to you most. You’re an individual with unique needs, and we’re prepared to exceed any expectations you have for an ideal employer. 

We’re smart, strategic, and get things done without a lot of red tape or unnecessary politics. Everyone matters here and everyone has a voice. Expect to spend your time contributing to projects that really matter. We obsess over the employee experience. To start, we provide some of the most competitive salary, benefits, family leave, and vacation in Southern California. We believe in you and invest in you. Not just your career aspirations, but your life.

In addition, we’ve got a laundry list of perks you’ll brag about on insta -- Lunch every day prepared by our very own chef, healthy snacks, onsite gym, free massages, car wash services, and most importantly, a team atmosphere. We even raise the bar on well bars, including Espresso/Cappuccino/Nitro/Cold Brew/Kombucha Bar, Froyo Bar, Breakfast Bar, Snack Bar and a, well, you know, bar (after 5 pm).  

And if you feel intrigued right now reading, imagine the co-workers we have already attracted. This is the kind of team you’ll want to take home to mom or invite to your kid’s next birthday party. This is the kind of close-knit community happening here. Come check out how you can be part of Ultra & Mint! 

OUR VALUES – LET’S MAKE LIFE ULTRA TOGETHER!

• Ownership: We are all owners; be the outcome and get the job done.
• Action Biased: Be brilliant, proactive, and act with urgency.
• Embrace the Adventure: Be agile, adaptive, and thrive on change.
• Invent and Simplify: Never accept good enough.

$1,000 REFERRAL BONUS

Take a look at this job description, if you are the right person, please apply. If Ultra Mobile doesn’t appear to be a fit for you, refer a friend or colleague and get $1,000. Let your friend or colleague know to provide your full name and email when applying to the job.  If we hire them and they stay for 90 days, you get $1000.  For more details of restrictions and rules, please email [email protected].

Covid-19 Vaccination Requirement

UVNV, Inc. has adopted a mandated vaccination policy to support the health and safety of our team members and our community. The Company requires all employees to be fully vaccinated. The Company will provide accommodations based on medical condition or sincerely held religious beliefs or practices. Please let us know if you’d like to discuss the policy or available accommodations before proceeding with our recruitment process.

We are committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualification, experience, ability, and job performance.

In support of the Equal Pay for Equal Work Act, the range of starting pay for this role is $65,000 - $80,000.  This is not a guarantee of compensation or salary, actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, education, certifications, responsibility, and geographic location.  We also offer a variety of benefits including health, disability insurance, 401 (k), flexible spending accounts, EAP, education reimbursement, parental leave, unlimited vacation, bonuses, and company paid holidays.  The specific programs will vary depending on state, start date, and employment type. Our recruitment team will be happy to answer any questions you may have. 

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