VOC Administrator
2020 Companies•Englewood Cliffs, NJ
•Onsite
About The Position
The VOC Administrator plays a crucial role in managing customer escalations and ensuring the highest satisfaction levels. This position involves tracking, prioritizing, and resolving complex customer issues while collaborating with various internal teams to escalate and de-escalate concerns efficiently. You will be the bridge between customers and the broader customer service team, ensuring escalations are addressed timely and resolved thoroughly.
Requirements
- Excellent organizational skills
- Able to prioritize tasks independently with minimal supervision
- Excellent communication skills (verbal and written)
- Excellent follow-up skills
- Self-driven, flexible, dedicated individual
- Team player
- Proficiency with Microsoft Office (Excel, Word, Outlook)
- 2+ years of experience (customer service-related experience preferred but not required)
- College degree preferred but not required
Responsibilities
- Review and assign cases to agents for resolution
- Support the VOC Operations team
- Support Net Promoter Score (NPS) categorization and reporting
- Compile and analyze VOC-related reports
- Provide financial support including handling invoices, processing orders, and other related tasks
- Collaborate with internal and external teams to accomplish required tasks effectively
- Work closely with the VOC Escalation Handling Team
- Regularly and effectively communicate with management and other stakeholders to ensure alignment
Benefits
- Paid weekly
- Next-day pay on-demand with DailyPay
- Health/Dental/Vision benefits
- 401K Program with matching
- Paid Time Off
- Paid Holidays
- Scholarship opportunities for employees and direct family members
- Employee Assistance Program
- Leadership Development Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
