Escalation

Description

Job Duties

• Handles escalated or higher-level inquiries in real-time and follow through to resolution. Demonstrate ability to de-escalate the situation and empathize with the customer.
• Report on coaching / knowledge gaps that are identified while working escalated inquires
• Identify customer’s needs, conduct necessary research in systems and tools, follow process business rules and guidelines to offer solutions and educate customer where appropriate.

• Identify when further escalation to leadership and / or other teams / dept is required.
• Collaborate with other teams to expedite resolution to issue and / or work through exception situations.
• Document customer interactions and outcomes completely in appropriate systems.
• Effectively leverage workflow system to manage inventory and track required information.
• Build customer confidence by following up and providing regular updates to the customer.
• Effectively represent the CoreLogic brand by providing exceptional customer experiences.
• Meet or exceed established department metrics

Job Qualifications :

Education, Experience, Knowledge and Skills

• HS diploma or GED required
• 2 year technical degree or equivalent work experience preferred
• 3 years of applicable customer support experience required
• 3 Years previous experience in a customer support role required
• Experience with Microsoft(Office, Sharepoint), strong working knowledge of SQL preferred

CoreLogic's Diversity Commitment :

CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values.

We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.

We are better together when we support and recognize our differences.

CoreLogic benefits information can be found here : . Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any posted range.

EOE AA M / F / Veteran / Disability :

CoreLogic is an Equal Opportunity / Affirmative Action employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law.

CoreLogic maintains a Drug-Free Workplace.

Last updated : 2024-07-13