Job description

The Customer Escalation Agent is responsible for handling and supporting interactions from Customer Care representatives requiring immediate attention and additional assistance. The Escalations Agent will provide assistance to Customer Care in real-time (e.g., via consultation on phone or IM) or instruct the Customer Care team member to transfer the call to Escalations for ownership to resolution. The Customer Escalation Agent’s primary responsibility is to protect existing revenue by retaining and satisfying customers who must be escalated for further assistance and resolution. In addition to handling difficult issues and customers, the Escalation Agent must demonstrate strong skills in the areas of product and services knowledge, negotiation, save techniques, interpersonal communication, and problem solving.

Essential Duties/Responsibilities

• Provide immediate assistance and support to customer service representatives concerning escalated customer inquiries and problems.
• Identify customer needs and determine appropriate solutions to resolve all issues and concerns.
• Identify and present customer service solutions and/or additional products and features that may be beneficial to the customer.
• Work with appropriate internal departments and contacts to resolve issues
• Complete system documentation and tasks to assure follow through of appropriate actions.
• Leverage tools and processes (including prepared responses) appropriately.
• Strive to meet defined metrics for productivity, quality, and customer experience.
• Maintain thorough systems, network and product knowledge.
• Collect escalation data to identify opportunities for service improvement (e.g., reduce escalations).
• Other duties as assigned

Job Requirements

• Provide immediate assistance and support to customer service representatives concerning escalated customer inquiries and problems.
• Identify customer needs and determine appropriate solutions to resolve all issues and concerns.
• Identify and present customer service solutions and/or additional products and features that may be beneficial to the customer.
• Work with appropriate internal departments and contacts to resolve issues
• Complete system documentation and tasks to assure follow through of appropriate actions.
• Leverage tools and processes (including prepared responses) appropriately.
• Strive to meet defined metrics for productivity, quality, and customer experience.
• Maintain thorough systems, network and product knowledge.
• Collect escalation data to identify opportunities for service improvement (e.g., reduce escalations).
• Other duties as assigned

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is required to stand, walk use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear on a regular basis. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/work space area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
Please feel free to view our Benefits at the following link: https://www.risebroadband.com/careers/benefits

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