Intake Coordinator - Executive Customer Relations


Jericho, NY, US, 11753

Brand:  Optimum
Requisition #:  307

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

Our Executive Customer Relations team interacts directly with Customers, Government Regulatory agencies, our Executives, Government Affairs and Legal teams. The goal of this department is to advocate for our customers by identifying and solving individual and broader issues impacting the quality of our products, services, and the customer experience. The ECR team is responsible for resolving the most highly escalated customer-initiated issues. The objective of the position is to monitor all incoming e-mail correspondence to ensure the sender is acknowledged, a case is created in our case management system, and cases are appropriately assigned to ECR Specialists in an established daily rotation. The ECR Intake Coordinator will also be responsible for adding follow-up notes and additional email correspondence to open cases.


  • Correctly identify the origin of the correspondence to accurately create and assign cases based upon internal assignment procedures.
  • Timely creation of cases with associated SLA dates.
  • Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is maintained correctly.
  • Follow case complaint procedures to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of case status.
  • Use sound judgment to understand when it will be both beneficial and necessary to escalate to a higher authority.
  • Participate in team meetings, discussions, and other activities as required.


  • High School diploma. College preferred.
  • Minimum of 1 year of administrative experience required.
  • Exceptional verbal and written communication skills.
  • Strong affinity for customer service.
  • Ability to communicate effectively with all levels of management and company personnel.
  • Exceptional critical thinking skills and sound judgment.
  • Highly effective organizational skills.
  • Previous corporate escalations or higher tier experience a plus.
  • Proficiency in MS Outlook, Word, and Excel skills required.
  • Ability to work independently and follow directions related to your job with little follow-up by your manager.
  • Proven success working within a collaborative team in a fast-paced, highly visible, customer-centric, and focused environment.

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.


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Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty