Customer Escalations & Advocacy Representative, Vero
More information about location
Fiber networks providing Internet and data connectivity
Open for applications
Fiber networks providing Internet and data connectivity
21-100 employees
Open for applications
More information about location
21-100 employees
Company mission
To fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist.
Role
Who you are
- There are several competencies required to be successful in this position. The following are some of the most important and definitions of each are included at the end of this job posting: Safety and Security, Quality of work, and Results-Orientation
- 3+ years in account management, sales, customer success, or a related customer-facing role — ideally within telecommunications, ISP, or technology sectors
- Strong problem-solving skills and a solution-oriented mindset
- Excellent communication, active listening, and conflict resolution skills
- Proven ability to manage high-stakes or emotionally charged customer interactions with professionalism and empathy
- Comfortable collaborating across teams and influencing without direct authority
- Experience analyzing data and trends to recommend business process improvements
- Knowledge of Sonar (or other) CRM tools preferred
- Safety and Security: Employees with a competency of safety and security are able to observe safety and security procedures, report potentially unsafe conditions and use equipment and materials properly. At intermediate levels that can determine appropriate action beyond guidelines. At higher levels of competency, employees make proactive suggestions to improve safety and security within their department or across the organization
- Quality of work: Employees with high quality of work demonstrate accuracy and thoroughness in their work product. They look for ways to improve and promote quality and can apply feedback to improve performance. A stronger employee will monitor their own work to ensure quality
- Results-oriented: Employees who are results-oriented focus on achieving results for the organization or team. Most employees routinely achieve their goals and gradually move on to more challenging tasks. More results-oriented employees go beyond that baseline to deliver exceptional value in their daily work
What the job involves
- The Customer Escalations & Advocacy Representative will serve as a senior customer-facing resource responsible for managing complex and sensitive escalations across Vero Fiber’s residential, small business, and enterprise segments
- This role will advocate for customer needs internally, drive resolution of recurring issues, and work cross-functionally to improve customer experience and retention
- Act as the primary escalation point for high-impact, sensitive, or unresolved customer issues
- Proactively track, document, and analyze escalation trends to identify root causes and recommend process or policy improvements
- Partner with frontline customer service, billing, technical support, NOC, and engineering teams to drive timely and effective resolution of escalated cases
- Serve as an internal customer advocate, ensuring customer perspectives and pain points are considered in operational and strategic decisions
- Manage direct communication with customers in escalated situations, providing clear, empathetic, and solution-focused updates
- Support retention efforts for high-value or at-risk accounts by collaborating with management, sales, and service support teams
- Develop escalation handling processes, playbooks, and best practices to standardize and improve how Vero manages escalated customer issues
- Prepare and deliver regular reports summarizing escalation volume, drivers, outcomes, and any recommendations for improvement
- At this time the schedule is Monday through Friday with occasional weekend availability as needed to fulfill the core duties of the role
- This position requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment
- This position requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time
Application process
- At least 2 professional references are required
Our take
Though fibre optics connectivity is thought to be commonplace, there are still gaps in the network across unserviceable and underserved communities. Vero Networks aims to help these areas through the installation and management of fibre optic-based broadband networks.
Founded by members of UK-based communication group Zayo Group’s leadership team, Vero Networks has grown to work within 171 markets across 19 US states. It works on installation and management across homes, schools, businesses as well as wholesale markets across areas of the US. Its focus on areas that larger networks might overlook adds value to the company and has helped it expand its impressive network.
Growth equity investment from Hamilton Lane and Delta-v Capital will see Vero improve its home network services and dark fibre network solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Paid Medical Plans
- Vision and Dental Plans
- 401k
- Paid Holidays
- Paid Time Off
- Paid FMLA
- Bonus Potential up to 20%
- Salary DOE: $100k -$150k
Company HQ
Downtown, Boulder, CO
Leadership
Jo Real
(Market Development Executive)Previously Vice President at Zayo Group, General Manager at VoicePipe Communications, Senior Product Development at ICG Communications and the Director of Product Management at Touch America.
Gregg Strumberger
(Chief Legal Officer)Previously the General Counsel at Zayo Group, Corporate and Regulatory Counsel at Level 3 Communications, and Associate at Hughes Hubbard & Reed and Swidler & Berlin solicitors.
Greg Friedman
(CFO)Previously the Principal Owner of FW Group, LLC, Exec VP at FW Group, LLC, Wireless Segment Manager at Level 3 Communications and was the Business Development Associate at Zillow.com.
Share this job
View 2 more jobs at Vero