Customer Services Escalation Specialist I

Join the hundreds of talented and innovative team members who are making an impact every day at California Times, incorporating Los Angeles Times and San Diego Union-Tribune, two of the most iconic media brands in the nation. Whether you love to tell compelling stories or want to drive our award-winning powerhouse in new directions, the Los Angeles Times team is the place to be.
Summary
As a Customer Service Escalation Specialist, you will support the call center by handling the most challenging consumer issues including delivery complaints, billing disputes and login errors. You will diffuse difficult situations through active listening, patience, and empathy and will resolve complex cases through research and collaboration.
Responsibilities

• Schedule service check-ins & follow ups
• Handle direct contacts from high value, VIP customers (business partners, influencers)
• Ensure 24 hr. or less email response rates
• Handle Tier 1 customer escalations - (phone, email & chat)
• Troubleshoot billing and technical issues
• Respond to Social Media complaints & feedback (FB, @latimescare)
• Report process issues, identify trends, recommend improvements
• Provide weekend coverage as needed

Qualifications

• Strong written and verbal communication skills
• Passion for customer satisfaction
• 1+ years of experience in a customer service phasing role (call center, retail, etc.)
• Knowledge of Microsoft Office
• Strong analytical thinking and problem-solving skills
• Advanced conflict resolution capabilities

Preferred Qualifications

• Experience with Social media platforms (FB, Twitter)
• Salesforce experience a plus
• Spanish speaking a plus

The L.A. Times is an equal opportunity employer and welcomes expressions of interest from people with diverse backgrounds and perspectives. Explore our company history, achievement, values, mission and more on our career site.
The pay scale for this position is $19.00 to $21.00. This is the pay scale range the Company reasonably expects to pay for this position at the time of this posting. Compensation will be determined based on skills, qualifications and experience of the applicant along with the requirements of the position. Please visit our career site to view the benefits available to our employees.
The Company is a mandatory vaccination employer for COVID-19 and its variants. The Company requires that its employees be fully vaccinated as of their start date. If you require a medical or religious accommodation, we will engage in the interactive process with you. Proof of vaccination will be required prior to start. If we make you an offer and you are not yet vaccinated, we will accommodate a delay in start date.

Thank you for your interest in joining our team at the Los Angeles Times! We look forward to reviewing your application.