Escalations Specialist

The Escalations specialist plays a crucial role in reducing, resolving, and solving root causes of escalations coming into CST from the field as well as internal clients. Responsibilities include monitoring and resolving escalated issues, conducting root cause analysis, and collaborating with cross-functional teams to expedite resolutions.

Essential Duties And Responsibilities

• Monitor and assess issues escalated from service center teams and customers that require real-time solutions
• Deliver customer-centric care via email interactions with customers that drive customer satisfaction for complex client issues
• Conduct root cause analysis by investigating issues to understand symptoms and identify causes that contribute to the escalation
• Coordinate, facilitate, and action issue resolution while collaborating with cross-function teams. Escalate issues to leadership for additional support in resolution.
• Maintain open and clear communication with all stakeholders, providing updates on issue status and resolutions, and ensuring efficient & high-quality closure of issues
• Make proactive decisions while being able to independently pursue information
• Coordinate and follow up with internal and external parties, to ensure the timely resolution of issues
• Ensuring efficient closure of issues and communicating back ensuring that information flows smoothly and effectively
• Analyzing patterns and highlight process improvement recommendations to prevent reoccurrence
• Engage in and promote various continuous improvement methods
  
  

Skills

• The ability to manage time effectively, prioritize tasks, and see them through to completion
• Maintaining professionalism under pressure and bringing in leadership to support for resolution
• The ability to raise issues and trends and propose ideas for improvements
• The ability to take action to deal with a problem or situation
• Proficient in root cause analysis methodologies to identify, analyze, and resolve issues, using systemic and data-driven approaches
• Keen eye for detail to ensure accuracy in process and documentation
• Proactive and self-motived attitude with a willingness to grow and learn
• Superior customer service and interpersonal skills to clearly convey information effectively listen to customers’ needs and concerns and action appropriately
• Willing to offer feedback and recommendations to team leader to improve employee performance
  
  

Qualifications

• 1 years of experience in CST or 1 year of experience in related environment (i.e., customer service experience – retailer, call center)
• Strong analytical ability
• Highly organized
• Advanced knowledge of Office 365
• Advanced knowledge of core Amlink systems and tools (Amlink, Onbase, Market Portals, etc.) preferred
• Advanced technical ability, quickly mastering new software
  
  

Join our team and be a part of driving positive changes that will contribute to the success and growth of our organization.