Escalation Specialist Iii Jobs

Performs both inbound and outbound support for escalated customers via phone and email to de-escalate and manage challenging situations and circumstances

Works independently to provide best in class customer experience by quickly and thoroughly addressing escalated customers’ concerns

Strong conflict resolution and de-escalation skills

Strong written communication skills and ability to recall and coherently summarize complex issues and situations

Experience handling a high volume of customer escalations

Highly detail oriented and thorough with excellent documentation skills and sense of personal accountability

1+ years of experience in a customer service phasing role (call center, retail, etc.)

Strong written and verbal communication skills

Strong analytical thinking and problem-solving skills

Experience with Social media platforms (FB, Twitter)

Handle Tier 1 customer escalations - (phone, email & chat)

Ensure 24 hr. or less email response rates

Responsible for understanding client specific requirements.

Additional Duties & Responsibilities for Escalation Specialist III

Previous experience and success as a Detection Specialist preferred.

Knowledge of all verticals and system software within assigned division.

Computer literate and excellent knowledge of video monitoring software.

Decision Quality – Most decisions are correct and accurate using a mixture of analysis, wisdom, judgement, and experience.