Customer Escalation Specialist

Job Description
In this 90 day Career Experience, The Customer Experience Supervisor is responsible for supporting the contact center and Claims Specialists in need of assistance.  He/She will need to provide leadership as part of a dynamic team in a very fast paced environment handling escalation calls, supporting claims specialist questions and administering action links in Salesforce CRM.  A high degree of interaction, mentorship and leadership is required with fellow team members and customers. 
The Customer Experience Supervisor also reports knowledge gaps, behaviors to the management team, acting as their eyes and ears in the department. 
Key goals will be to balance the needs of the business (KPIs, T&Cs, etc.), the customer's experience and the SquareTrade brand reputation when determining how best to address a support request from a specialist or customer.  On a day-to-day basis, they will be the first point of contact for the Customer Experience team. This may include addressing concerns, reporting technical issues to the appropriate teams, handling escalated customers, and even occasionally handling overflow calls on days with a high call volume. Responsible for handling any immediate issues with the team members that arise as a result of one of their phone calls.
What You'll Be Doing...
You will oversee a prescribed workload, providing guidance and support for escalations, assisting with decision-making to support our customers and the business, creating dashboards, and analyzing escalations.
You will be involved in making REAL changes for the company and having a positive impact on the customer experience.
You will receive leadership and project management training to prepare you for the next step in your career.
Participating in projects (opt-in and assigned by management) to drive strategic changes and improve the customer experience.
Preserving the company’s reputation by handling and resolving level-two escalations from the team.
NOTE: Customer Experience Supervisors will not be responsible for coaching or disciplinary action; all disciplinary action will be handled by the Team Managers.
 
You're Our Ideal Candidate If You Have Prior Experience in...
Conflict Management
Customer Focus
Decision Quality
Organizing
Priority Setting
Problem Solving
Time Management
Written Communication