Executive Customer Relations Specialist

Executive Customer Relations Specialist

Job Summary

Are you the person others turn to when a customer issue seems impossible to solve? Do you thrive under pressure, enjoy tackling complex challenges, and take pride in turning difficult situations into positive outcomes?

If so, this could be the opportunity for you!

Our client is looking for an experienced, resourceful, and solutions-driven Executive Customer Relations Specialist to join a team that handles some of its most complex and high-profile customer concerns.

This isn’t your typical customer service role. You’ll be trusted to investigate sensitive customer issues, navigate challenging conversations, collaborate with teams across the organization, and drive solutions that make a meaningful difference.

From escalations involving senior executives to inquiries from regulatory agencies such as the FCC and Attorney General’s Office, you’ll play an important role in protecting the customer experience and representing our client with professionalism, confidence, and care.

This position is ideal for someone who enjoys digging into details, thinking critically, advocating for customers, and taking ownership of an issue from beginning to end.

If you’re ready to take your customer service expertise to the next level and make an impact beyond everyday customer interactions, we’d love to hear from you!

What You’ll Do

Own the toughest customer challenges: Investigate and resolve complex, high-priority customer escalations, taking responsibility from initial contact through final resolution.

Be a trusted problem-solver: Research customer concerns, identify root causes, and develop thoughtful, effective solutions—even when the answers aren’t immediately clear.

Handle high-visibility escalations: Respond professionally to sensitive matters involving senior executives, government agencies, and customers requiring additional support.

Turn difficult conversations into positive outcomes: Use empathy, sound judgment, negotiation, and conflict resolution skills to navigate challenging customer interactions.

Collaborate across the business: Partner with internal departments, leadership, Legal, Government Affairs, and other stakeholders to drive timely resolutions.

Communicate with confidence: Deliver clear, professional, and accurate written and verbal responses to customers, executives, and other stakeholders.

Take ownership and deliver results: Manage multiple priorities, meet established service-level expectations, maintain accurate documentation, and ensure issues are followed through to completion.

Make a lasting impact: Identify recurring customer challenges and recommend improvements to processes, policies, and the overall customer experience.

What We’re Looking For

We’re looking for someone who brings more than customer service experience. We want a confident communicator, a critical thinker, and a problem-solver who knows how to stay composed when situations get complicated.

Required Qualifications

Bachelor’s degree or equivalent relevant work experience.

Minimum of 5 years of customer service experience.

Strong written and verbal communication skills, with the ability to communicate professionally with customers, leadership, and cross-functional teams.

Demonstrated ability to investigate complex issues, think critically, and develop effective solutions.

Strong conflict resolution, negotiation, and de-escalation skills.

Excellent organizational skills and attention to detail, with the ability to manage multiple cases and deadlines.

Ability to work independently, exercise sound judgment, and take ownership with minimal supervision.

Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.

Ability to thrive in a fast-paced, highly visible, customer-focused environment.

Ability to use a telephone headset as required.

Preferred Qualifications

Experience handling escalated customer complaints, executive escalations, or complex customer resolutions.

Experience in a higher-tier customer support, escalation, or specialized resolution role.

Previous team lead or supervisory experience.

Experience collaborating across multiple departments to resolve customer issues.

What Will Help You Succeed

You stay calm under pressure. Challenging conversations don’t intimidate you—you approach them with patience, professionalism, and confidence.

You’re naturally curious. You don’t stop at the surface of a problem. You ask questions, investigate, and work to understand the full picture.

You take ownership. You don’t simply pass problems along. You follow through, hold yourself accountable, and work toward resolution.

You’re an exceptional communicator. You can explain complex situations clearly, professionally, and with empathy—both verbally and in writing.

You’re resourceful and resilient. You understand that not every problem has an easy answer, and you’re willing to work through obstacles to find the best possible outcome.

*Additional Information: Work schedules may include a weekend day.

Ready for a challenge where your experience, judgment, and problem-solving skills truly matter? Join our client’s Executive Customer Relations team and help make a difference when it matters most.