Job Description

About the Role

If you thrive in a fast-paced environment and are looking for a growth opportunity in a customer service environment, then we have a great opportunity for you.  We are seeking a motivated, highly organized individual to research and resolve Tier 3 executive customer escalations.

KEY RESPONSIBILITIES

• Work as a liaison to the executive offices to resolve escalated or highly visible consumer complaints

• Collaborate with management, distribution, and our legal department to resolve high profile customer complaints

• Provide superior follow up with end users and the management team

• Provide working solutions to end users including financial assistance

• Work to resolve time sensitive cases escalated by the Better Business Bureau

• Mentor and proactively suggest training opportunities for our Tier 1 and Tier 2 agents

• Utilize your experience to suggest process improvements for our customers

• Work with sensitive and confidential information

• Monitor and manage open case load independently

KEY QUALIFICATIONS

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)

• Ability to communicate effectively with a positive attitude, with a level of professionalism appropriate to representing the executive offices

• Proficient in MS Office

• Experience with SAP is a plus

• Strong analytical skills, paying close attention to accuracy and attention to detail 

• Strong sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

• Creative problem-solving skills

• Self-starter and well organized, able to multi-task

• Ability to prioritize workload and provide a quick turnaround for urgent cases. Our Tier 3 Customer Service agents are largely self-directed and work with minimal supervisor to resolve their cases

• Adaptability and flexibility to seasonality and changing business demands is critical. As an air conditioning manufacturer, our consumer feedback volume can more than double during the hot summer months

• Minimal travel required (less than 10%). Travel is typically once or twice per year to internal or customer hosted meetings

Required Qualifications

• High School Diploma or GED

• Minimum of 5 years of customer service experience in a call center or other high-volume environment

Preferred Qualifications

• Bachelor’s degree

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)

• Proficient in MS Office (specifically Word and Excel)

• Strong analytical skills, accuracy and attention to detail

• Ability to communicate effectively

• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

• Creative problem-solving skills

• Self-starter and well organized, able to multi-task and prioritize work

• Creative problem-solving skills

• Adaptability and flexibility to seasonality and changing business demands