Vip/Concierge Agent Jobs

Yahoo is a global media and tech company that connects people to their passions. We reach nearly 900M people around the world, bringing them closer to what they love—from finance and sports, to shopping, gaming and news—with the trusted products, content and tech that fuel their day. For partners, we provide a full-stack platform for businesses to amplify growth and drive more meaningful connections across advertising, search and media.

Title: VIP/Concierge Executive Escalations Agent

Mission Statement

The VIP/Concierge Team is committed to a superior customer experience through advocacy, integrity, and trust.

Job purpose:

The responsibilities of the VIP/Concierge Team consist of receiving, addressing, and expertly resolving our highest-priority escalations quickly and effectively on behalf of the Executive staff. A VIP/Concierge Executive Escalations Specialist must be someone who is passionate about assisting customers and committed to owning the delivery of an exceptional experience. This role has high visibility, being one of our most senior and elite Customer Care representatives.

A VIP/Concierge agent enjoys a challenge and has had experience participating in a collaborative environment and developing creative solutions. Primary responsibilities include: partnering with other Yahoo Legal, Technical, Billing, Abuse, and Engineering teams to identify root cause issues, independently develop alternate troubleshooting solutions, test resolution and provide feedback.

Key Responsibilities:

The VIP/Concierge Team was formed to be the resource for our executive offices and their high-profile customers and contacts.

To improve customer experience, Customer Care must also improve the agent experience. To this end, the VIP/Concierge Team has also set the following internal goals:

Assist users with a wide variety of account or product-related issues

Redesign the process to verify end-to-end case resolution by better managing agent workloads and assigning priority to cases and across channels.

Increase responsiveness and response time.

Empower VIP/Concierge Agents to solve more issues by providing a more extensive product and process training.

Develop VIP/Concierge Feedback Programs based around top contact drivers in order to drive improvement.

Provide peer feedback to Frontline and VIP/Concierge agents

Requirements

Must be in current role for one year

Must meet all key Metrics in current role

Excellent written and verbal communication

Positive attitude

Desire to go above and beyond to resolve an issue

Familiarity with Yahoo & AOL products

The ability to balance a high case volume for different levels of support.

Must be able to preserve and respect business and client confidentiality.

Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form (www.yahooinc.com/careers/contact-us.html) or call 408-336-1409. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.

At Yahoo, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion (www.yahooinc.com/diversity/) page to learn more.

The compensation for this position ranges from $43,500.00 - $90,625.00/yr and will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions, in addition to equity incentives. Yahoo provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.

Yahoo has a high degree of flexibility around employee location and hybrid working. In fact, our flexible-hybrid approach to work is one of the things our employees rave about. Most roles don’t require specific regular patterns of in-person office attendance. If you join Yahoo, you may be asked to attend (or travel to attend) on-site work sessions, team-building, or other in-person events. When these occur, you’ll be given notice to make arrangements.

If you’re curious about how this factors into this role, please discuss with the recruiter.

Currently work for Yahoo? Please apply on our internal career site.