Senior Customer Care Pre-Sale Specialist
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. This is an on-site position that can be based in Clinton, ME or Monrovia, CA.
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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
