Executive Escalations Jobs

About Us
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What You'll Do
Are you ready to grow your career to the next level? This position provides support to the Corporate Care Team in accordance with Viasat Customer Operations department objectives, by taking customer escalated calls, reviewing and supporting customer responses to written customer escalations for the following agencies: Attorney General, Better Business Bureau Federal Consumer Commission.
The day-to-day
In this customer experience-centered role, your troubleshooting skills and ability to problem solve within a fast-paced environment will help improve our customer’s overall experience. As a Consumer Affairs team member, you will be expected to help support the overall Consumers Affairs group by researching, troubleshooting, and resolving customer escalations received by the executive leadership team. Effective communication with other divisions within Viasat; Engineering, Field Operations, Legal, NOC, and Logistics Teams will be key for success.

• Ability to work non-standard shift hours that could include any shift between 7 AM to 7 PM with Saturday and Sunday as applicable
• Handling customer escalations or inbound calls, operational questions from team members, as well as giving general direction and guidance to customers
• Strong written communication for assistance with complaints received through all escalation channels (examples include BBB, AG, Legal, Executive channels, and Office of the President).
• Work closely with management, leadership, and other departments as needed
• Work within the Corporate Care Specialty team to identify process failures for escalated customer complaints and opportunities to improve the overall customer experience

What You'll Need

• Troubleshooting, problem-solving, and trend identification experience
• Six months customer service experience
• Ability to handle conflict on either the customer side or employee side
• Willingness to take ownership without being asked
• Prior knowledge of ticketing system environment
• Strong written communication skills
• Ability to effectively communicate within Viasat
• High school diploma or GED
• Demonstrate reliability and good attendance
• Identify gaps in current processes and the ability to find solutions
• Flexibility and the ability to handle constant change within a high-paced environment
• U.S. Citizenship or Lawful Permanent Residence status may be required for some projects in which case, verification of such status will be required upon accepting employment

What Will Help You On The Job

• College Degree
• 2+ years Executive Escalations Experience
• 2+ years of technical customer service experience

Salary range
$19.62 - $31.3 / hourly
At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat’s comprehensive benefit offerings that are focused on your holistic health and wellness at careers.viasat.com/LifeAtViasat/Benefits.
EEO statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.