What are the responsibilities and job description for the Escalations Coordinator position at Cypress HCM?
Job Description
Job Description
Escalations Coordinator
Description :
The Coordinator plays a pivotal role in supporting our Field Team by managing high value Host-related inquiries and escalations.
Acting as a critical liaison between Hosts and internal teams, the Coordinator ensures timely resolution of issues while delivering exceptional service. You support the Market Management Field Teams by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.
Duties :
Serve as an additional Host-facing support for the Market Management Team.
Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
Conduct in-depth research to address and resolve Host issues
Triage and assign escalations tickets and and provide recommendations for efficient resolution
Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
Support In-Market events for your territory, when required
Effective communication in the context of stakeholders management
Proven track record of meeting or exceeding SLA response times
Requirements :
4 years as a Customer Support Representative or Account Management
Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills.
Exceptional written and verbal communication abilities.
Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
Proven ability to analyze and assess challenges with a track record of solving complex issues
Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.
Strong analytical skills that will enable you to support your peers, Lead and Market Managers
Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)
Preferred Attributes
Previous experience in hospitality, customer service, or a related field.
Strong attention to detail and organizational skills.
Role Goals :
The ultimate aim of the Coordinator role is to streamline processes, enhance Host satisfaction, and allow Market Managers to dedicate more time to strategic revenue-focused initiatives.
This role provides a balance of independent problem-solving and collaborative teamwork, making it integral to our mission of creating an efficient, supportive, and proactive hosting environment.
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