Sales-Dispatch Liason & Escalation Specialist

Classification: Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.

Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.

The Sales Support & Escalation Coordinator is the primary liaison between Dispatch and the Consumer & Small Business Sales teams, ensuring that escalations are managed with urgency and precision. This role will triage, assign, and track all high-priority issues, including CEO escalations, and act as the single point of contact for Sales leaders to get customer orders back on track quickly.

• Serve as the dedicated liaison for Sales originated escalations
• Triage and prioritize incoming escalations from Sales, CEO, and Service Quality
• Route issues to the correct owner/department and ensure accountability
• Eliminate duplicate efforts by centralizing escalation ownership
• Track escalation progress and provide proactive updates to stakeholders
• Partner with Dispatch leadership to address order delays, field capacity, and process gaps impacting sales completions
• Identify recurring issues and recommend process/system fixes
• Maintain relationships with Sales leaders, Field Operations, and Service Quality teams
• Develop and maintain a playbook for escalation handling to ensure consistent processes

• 3+ years in telecommunications, sales support, dispatch or customer service
• Strong organizational skills with the ability to prioritize multiple high urgency issues
• Excellent communication and conflict resolution
• Proven ability to work cross-functionally and manage relationships at all levels
• Escalation management or service delivery experience preferred

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $39,131 - $59,315

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.