Customer Escalations Rep.

Location : Ridgefield Park, NJ

Schedule : Fully onsite 9 : 00a - 6 : 00p

Duration : 6 Months with possible extension if competent

VOC Admin (Voice of Customer)

Main notes :

• Receive customer escalations ? highest escalation point ? customer complaints, various escalations ? all come into this dept.
• This group assigns these complaints to proper departments and agents in a timely manner
• Legal related cases ? lawsuits ? customer hires outside attorneys to demand something
• Review and research in service systems to determine what's the history of this complaints
• Assign complaints / escalations to proper POC to handle each case ? handle and reserve it in order to get a response back
• Consult with legal teams
• Administer general fees
• Speak with legal defense on small claims
• Strong follow-up skills
• Ability to understand customers' demands and work with other departments in synergy

Please submit candidates w / following must-haves :

• Excellent organization skills; able to prioritize tasks independently w / minimal supervision; has great follow up skills
• Proficient with Microsoft Office (Excel, Word, Outlook) - will be reporting on regular basis up to leadership level
• A team player, self-driven. flexible, dedicated individual - looking for a "jack of all trades" kind of character that is able to help out in multiple areas and act as a backup to Korean hotline agent
• Few years of experience handling customer service claims

Summary :

The main function of a call center / customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

A typical customer service specialist is responsible for determining the clients issue, offer possible solutions or providing follow-up as needed.

Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities :

• Resolve customers service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Solicit sale of new or additional services or products.

Skills :

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Ability to work independently and manage ones time.
• Ability to accurately document and record customer / client information.

Education / Experience :

• High school diploma or GED required.
• 5-7 years customer service related experience required.

Purpose of position :

• VOC Admin (Legal cases (Attorney General (AG) / Small Claims)) coordinates and assigns to relevant party to follow up for resolution
• Working closely with Legal team for AG responses / Small claim
• Claim root cause analysis and register in GCIC and REVO system

Note : Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description.

All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit

https : / / www.yoh.com / applicants-with-disabilities

to contact us if you are an individual with a disability and require accommodation in the application process.

Last updated : 2024-05-29