Position Details:
Title: Consumer Escalations Representative
Location: Rio Rancho, NM 87144
Responsibilities:
Manage the escalated service requests of customers through different access channels.
Take Inbound calls for customers calling into Escalations department. Route to appropriate area and or open a new case/complaint or escalate current case/complaint.
Work Ecase complaints and provide resolution to customer within specific timeframes and expectations.
Work flow daily 15- 20 calls and 40- 50 complaints overall to work and resolve
Responsible for validating customer entitlement. Log case to provide a resolution or routing and dispatching an end-user to the proper resources.
Act as a customer advocate
Collaborate with other departments within client to find solutions.
Monitor the service event through completion for compliance.
Reviews customer feedback related to customer entitlement, case management, and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.
Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks.
Thorough understanding of the general/technical aspects of the job.
Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment.
Manages multiple tasks or cases simultaneously without supervision.
Preserve customer relationships and protect the business.
Total customer ownership.
Education and Experience Required:
High school education or equivalent.
Preferred 3-5 years applicable experience, or equivalent combination of experience and college education.
Prior experience supporting consumer and or business escalations.
3-5 years working on PC with multiple applications and process flows.