Senior Customer Care Pre-Sale Specialist

RBGlobal•Clinton, ME

7d•Onsite

About The Position

The Sr. Customer Care Specialist is a SME for the Core team. As a SME, you will be responsible for being the first escalation point when an agent has a complex situation that requires a more advanced level of troubleshooting. You are expected to resolve ALL issues quickly, effectively and with the utmost of importance and respect. You serve as a role model to the Specialists with regards to work ethic, attendance, and knowledge. As a Sr. Customer Care Specialist, you will step in and make decisions when your supervisor is not available or on vacation.

Requirements

3+ years working in Customer Service
Flexible schedule
Ability to work evenings, weekends and stat holidays as required
Must be fluent in English, both written and verbal.
Professional office work environment
This is an on-site position that can be based in Clinton, ME or Monrovia, CA.

Nice To Haves

Spanish and French an asset

Responsibilities

Apply and share on the job experience regarding business processes for all brands.
Take Escalations
Assist your supervisor or manager in projects as they come up
Serve as a peer role model in reference to attendance, knowledge, and problem solving
Answer all inbound calls, emails, and chats for all brands when not dealing with escalations
Assist QA, as required in UAT and report any issues found and the impact
Ability to determine if issues are a network outage or a one-off situation and react appropriately.
Grant courtesy waivers based on a review of a customer’s account.
Teach core agents how to resolve escalated issues.
Be a leader during an outage. Direct and assist staff to be efficient and helpful.
Open Service Now tickets and track in log file.
Assist team members with complex issues that may require escalation outside the department.
Attend demos and wire frame meetings, as required, to provide feedback on potential issues.
Ability to fix complex account issues to ensure the customer can log into their account and bid.
Perform other duties as assigned.