Customer Escalation Specialist, Resident - Two Chicks With A Side Hustle

The Customer Escalation Specialist is responsible for handling escalated customers via phone and email, including customers who have filed complaints or taken other external actions to resolve their concerns. The Customer Escalation Specialist will work directly with our escalated customers to provide a prompt resolution and best in class customer service.

Responsibilities

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

Responsible for seeing escalations and resolutions through from start to finish and appropriately documenting feedback and outreach
Works with customers to resolve any difficulties or complaints by offering exceptional customer focused solutions and demonstrating an elevated level of attention, care, and follow through
Assists customers who have contacted the BBB and ensures the customer understands they are being taken care of by a Senior Advocate who will see their issue through to resolution

Stays in contact and follows up consistently to ensure quick resolution but also to establish trust and repair our relationship with the customer
Researches and meticulously documents the customer’s issue, desired resolution, and any other needs or considerations
Reviews customer communications such as calls, emails, and chats and makes sure internal notes are up to date and contain adequate detail

Prepares and submits public BBB complaint and review responses
Works with other internal teams as necessary to assist with ensuring actionable feedback is properly addressed
Comfortable communicating with others within the organization in a prompt and professional manner and providing front-line perspectives on key issues

Uses Asana and Kustomer as well as other tools such as Google Calendar, Slack, and other personal note keeping to track action items and to-dos and ensure each customer is handled swiftly and no customer is left behind
Is detail oriented, thorough, and thinks critically and creatively to resolve customer issues and provides and passes along feedback to the team about the customer experience. Is accountable and consistent, documents in detail and represents Resident in a professional and friendly manner
Is a subject matter expert and brand ambassador for all of our brands and products and drives business growth and revenue by assisting with any sales inquiries or opportunities to cross sell/up sell

Attends and participates in weekly video meetings including team meetings, coaching sessions, touch bases, and other trainings as scheduled

Requirements

2+ Years Experience as a Customer Service Agent or 1+ years as a Lead in a fast-paced direct to consumer Customer Success/Experience call center or remote environment
Excellent written and spoken English

Strong conflict resolution and de-escalation skills
Ability to recognize, empathize and understand escalated customer sentiment
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
Ability to think critically and creatively to resolve customer concerns

Ability to troubleshoot and problem solve on your own
Is accountable and consistent, documents in detail and represents Resident in a professional and friendly manner
Flexibility and willingness grow by building on existing knowledge and consistently striving for excellence

Motivation to close communication gaps and provide meaningful feedback
Ability to consistently meet SLAs and performance goals for metrics and KPIs
Comfortable and familiar with working from home and being a self-starter

Ability to bring an upbeat, professional and respectful approach to every customer and coworker each day
Experience/proficiency in web tools such as Kustomer, Google Suite, Slack, and Asana
Strong computer skills with the ability to type 50+ WPM