Manage complex customer escalations for telMAX from York Region, using sound judgment, empathy, and explicit 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 solid 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.

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📌 Senior Customer Escalations Advocate Markham
🏢 telMAX
📍 Markham