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 strong interpersonal skills.Key Responsibilities:Manage daily escalations from CCTS, BBB, and Resident RelationsCoordinate handoffs across technical, network, field, billing, and sales teamsProvide Care team feedback about process adherenceEnsure compliance with applicable regulatory requirementsMonitor surveys and act on customer feedbackRequirements:Minimum two years in customer operations or customer serviceAbility to resolve complex issues beyond quick fixesSound judgment for escalations, retention, and sensitive situationsCRM, ticketing, and Microsoft Office proficiencyQuality assurance, SLA management, and reporting experienceBring customer advocacy, escalation management, and thoughtful communication to telMAX's growing all-fibre customer operations team.

📌 Senior Customer Escalations Advocate (Markham)
🏢 telMAX
📍 Markham