Escalation Specialist, Tier 2

Florida
Miramar
Position Type
Regular Full-Time

Overview

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises, from startups to Fortune 500.

 

As a Escalation Specialist, Tier 2 you will handle escalations that come in the department through various channels, including Live Chat, Email, Mail and/or Phone. Focus will be to triage and resolve individual escalations, prevent further escalations by resolving underlying issues, manage the escalation queue, and document opportunities for process improvements. Serving as a central point of contacts for escalations, you will work closely with other departments to make our operations more scalable and structurally sound.

Responsibilities

  • Manage all assigned customer escalations and issues to full resolution
  • Work with cross-functional teams as an advocate of the customer and to manage the resolution of the customer issues that require cross-functional effort
  • Point of contact for escalated questions and issues from the Platform Support Team
  • Updates Department ‘s knowledge base and coordinates trainings as needed
  • Documents customer issues, interactions, and ticket resolution in the Service Now System
  • Works with Compliance Department to provide information for high level complaints
  • Supports escalated chats via Live Chat, solves customer issues and confirms issue resolution with each customer within SLA standards
  • Champions continuous process improvement efforts, including problem identification, root cause analysis, action plan formation, “best practice” creation, detailed documentation, and process refinement and streamlining;
  • Monitor and manage chat and email service levels
  • Serve as backup to department leader
  • Assists with other Platform Support tasks as assigned

Qualifications

Proven ability to resolve issues with a strong passion for customer service

  • Experience improving processes and workflows to increase efficiency
  • Self-starter with ability to work independently and on multiple initiatives at the same time; Ability to work effectively cross-functionally with a proven track record of driving results.
  • Excellent communication skills (written and verbal)
  • 3 years of experience handling escalations via phone, chat or email
  • Able to prioritize, meet deadlines while completing tasks in a timely manner
  • Experience monitoring and managing chat and email service levels
  • MS Excel 

 

Competitive Compensation and Benefits which include:

 

  • Health/ Dental/ Vision/ Flex Spending Benefits 
  • 401k, Retirement 
  • Great PTO and Holiday Plan!
  • Maternity/ Paternity Paid Leave
  • Life and Disability Insurance 
  • Tuition Reimbursement
  • Great Place to Work

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless.


Achieve your potential at Arise.


Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

 

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