What are the responsibilities and job description for the Customer Escalation Specialist I position at American Water Resources LLC?
Job Description
Job Description
Who we Are
Oncourse Home Solutions (OHS) is a people-centric, $450M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.7 million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.
As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and / or harassment.
Position Summary
Reporting to the OHS Customer Escalation Supervisor, The Customer Escalation Specialist I is primarily responsible for serving as the first point of contact for handling escalated customer calls, providing excellent customer care and facilitating resolution to the customer’s concerns to prevent High- Profile escalations. If necessary, they will work closely with the Customer Escalations Specialist II for additional research and follow-up. They are responsible for assisting Contact Center employees by developing the necessary knowledge to develop rapport and take care of our customers.
Located at our office in Naperville, IL, our office environment is a key driver of our company culture and employee experience. This role is onsite Monday through Friday.
Responsibilities
- Handle both inbound and outbound escalation calls, deescalating the call, while properly identifying and resolving customer’s concerns.
- Improve customer service skills and systems knowledge of the call center agents, with a focus on building customer rapport and identifying and executing solutions to serve the customer’s needs.
- Serve as an agent of the company in any variety of situations, including but not limited to effectively handling escalated customer phone calls or working with other departments on various issues related to claims.
- Assist in taking customer calls to help support the business needs when call volumes are high.
- Coach and help develop agents’ ability to develop techniques to properly de-escalate calls.
- Support the development of new hires during training and through the onboarding and transition from training to the team.
- Communicates with management on a regular basis on identified potential escalation issues, monitors and escalates time-sensitive matters to management upon being made aware.
- Fosters and sustains a positive customer care experience that enhances both individual and team excellence by acting as a champion of great customer service.
- Document escalations in the escalation log, provide tracking of proper and improper escalations on said log, document feedback on those escalations for Team Supervisors to provide coaching.
We’re Excited if This is You!
Education
High School Diploma / GED or equivalent work experience required.
Experience and Qualifications
Computer Skills
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $40,000 - $62,500 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include but are not limited to : healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
Competencies
Time Management : Uses his / her time effectively and efficiently; values time; concentrates his / her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Problem Solving : Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
Listening : Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he / she disagrees.
Timely Decision Making : Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Action Oriented : Enjoys working hard; is action oriented and full of energy for the things that he / she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Drive for Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Salary : $40,000 - $62,500
