What are the responsibilities and job description for the Customer Support Escalations Agent position at Acorn Stairlifts, Inc.?
Customer Support Escalations Agent
POSITION SUMMARY
Assist clients in resolving escalated service or administrative requests. Gathers details and timelines of events from incidents and escalates to management.
Act as the primary contact point for customers and dealers having questions or concerns with our product.
ESSENTIAL FUNCTIONS
- Resolves complex issues and performs advanced troubleshooting with clients that have reached an escalation point
- Actively involved in escalated accounts including : BBB, AG, Repeat Service Visits, and Property Damage
- Research, analyse, document and coordinates resolution with the appropriate personnel.
- Document client contact and outcome in client database.
- Provides back up / overflow assistance to clients calling into the Customer Support Queue.
- Complete Incident reports
- Respond to voicemail's and csspecialist email requests
- Assist management in conducting new hire training via observation and mentoring.
- Observes all health / safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Employee may perform other related duties as requested by management
SKILLS
KEY PERFORMANCE INDICATORS
ATTRIBUTES
EDUCATION / EXPERIENCE
Associate's degree (A. A.) or equivalent from two-year college or technical school; or two to four years related experience and / or training; or equivalent combination of education and experience.
PHYSICAL REQUIREMENTS
Must occasionally lift and / or move up to 10 pounds.
Regularly required to sit, talk, or listen; occasionally required to stand.
Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
The noise level in the work environment is usually moderate.
NOTE : This job description is not intended to be all-inclusive. Learn More
