Corporate Escalations Specialist

Job Description

The Contact Center Corporate Escalations Specialist handles and addresses escalated customer contacts to resolution of time sensitive situations that are generated from multiple sources. They identify process/service failures to improve processes along with root cause. The tracking of issues to resolution will be used to alert appropriate individuals such as management, business partners, and website developers but not limited to the previous individuals.

KEY RESPONSIBILITIES

Escalated Contacts

• Proactively handle and address escalated customer contacts and/or sensitive situations that arrive from a multitude of sources.
• Proactively alert management and other business partners regarding customer issues.
• Identify process/service failures to improve processes.
• Identify root cause of issue and report to executives solutions for fix.
• Set appropriate expectations for the customer and exceed customer commitments.
• Follow-up on issues for customers until resolution is reached.
• Record details of contacts received in various systems.
Inbound Calls, Chats and e-mails
• Answer incoming calls, chat sessions and e-mails from customers who need assistance placing orders for all HBC banners who have service related inquiries.
• Assist with projects as needed.

Qualifications

• Bachelor’s degree or related field experience 

• Approximately 3+ years in a customer service role

• Knowledge of one or more banners within HBC
• Excellent verbal and written communication skills. Good listening skills.
• Creative problem solving skills – ability to get things done with minimal resources.
• Ability to stay calm under pressure.
• Dependable attendance work history.
• Strong sense of urgency to complete work quickly and accurately.
• Excellent attention to detail and good follow through skills.
• Ability to handle conflict and difficult conversations with ease and tact.
• Display exceptional professional presence.
• Must be able to multi-task and have strong organizational skills.
• 3+ years of contact center experience, preferred
• Demonstrated ability to work independently and multi-task.
• Computer literate – able to learn and utilize multiple systems.
• Customer focused, flexible and a team player.
• Proficient with MS Excel, Word and Outlook.