Demo

Call Center Escalation Analyst

Good Sam Enterprises, LLC
Virtual, IL Full Time
POSTED ON 1/31/2025
AVAILABLE BEFORE 3/30/2025

This position is dedicated to ensuring that the standards of service by Good Sam and its partners are consistently delivered providing a positive and seamless customer journey. This is a preventative team that takes proactive measures to mitigate potential at-risk roadside events. You will be responsible for monitoring cases to ensure the intent of the program and company expectations are being met to ensure the customer experience aligns with the overarching goals of our roadside assistance program. In this role, you will collaborate closely with various internal teams and external partners to facilitate prompt and effective resolutions for our members during their roadside event. You will have the authority to make decisions beyond program limitations when necessary, prioritizing the customer experience. The ability to quickly adapt to complex situations and clearly communicate your decision-making process will be essential for success in this role.

Key Responsibilities:

· Ensuring that all roadside assistance requests are handled promptly and accurately while monitoring real-time via various platforms reviewing cases triggers to mitigate any at risk situations.

· Monitor executive email distribution list for VIP escalations to quickly direct, communicate and determine resolution to deescalate situation as needed.

· Provide guidance, coaching, and process improvement recommendations to address inefficiencies or gaps in procedures, always keeping the customer journey and experience at the forefront.

· Lead development sessions for new hires, agents, leads, and other supervisors, aimed at enhancing performance and elevating customer service standards.

· Collaborate with service providers to ensure the most effective course of action is taken promptly and accurately to deliver a definitive resolution.

· Work alongside Dispatch and other departments to maintain seamless communication and ensure that all services are coordinated efficiently.

· Must be able to assimilate and coordinate various pieces of information to accurately assess the situation, identify the underlying problem or story, and guide others towards a potential solution.

· Handle complex or high-priority cases, offering senior-level support and ensuring resolutions that align with both customer and business objectives.

· Maintain composure during high stress situations and provide a voice of reason to our agents and members.

Qualifications:

· High school diploma or equivalent required; bachelor’s degree in business or related field preferred.

· 3 years of experience in customer service or call center environments, with at least 1-2 years in a supervisory or leadership role.

· Working knowledge of roadside assistance operations and service-level agreements.

· Exceptional problem-solving and decision-making abilities, with the capability to handle complex and high-pressure situations.

· Advanced communication and conflict resolution skills, with the ability to handle escalated issues professionally.

· Excellent organizational and multitasking skills, with attention to detail and time management.

· Familiarity with roadside assistance operations, call center software, CRM systems and office 365 applications

· Experience in roles that required high emotional intelligence, being able to demonstrate strong self-awareness, empathy, and interpersonal skills to effectively manage emotions, resolve conflicts, and foster positive relationships.

· Excellent communication and conflict resolution abilities.

Work Environment:

Call center environment with supervisory responsibilities over a team of Intake Agents and Leads.

May require working during peak hours, including evenings, weekends, or holidays.

Reports to: Director of Operations.

Pay Range:

$20.70-$24.60 Hourly

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Salary : $21 - $25

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Call Center Escalation Analyst?

Sign up to receive alerts about other jobs on the Call Center Escalation Analyst career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$47,809 - $60,449
Income Estimation: 
$52,318 - $65,657
Income Estimation: 
$59,001 - $77,833
Income Estimation: 
$73,754 - $99,306
Income Estimation: 
$95,951 - $128,520
Income Estimation: 
$136,551 - $185,658
Income Estimation: 
$41,527 - $53,091
Income Estimation: 
$47,809 - $60,449
Income Estimation: 
$51,050 - $68,081
Income Estimation: 
$59,001 - $77,833
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at Good Sam Enterprises, LLC

Good Sam Enterprises, LLC
Hired Organization Address Greenville, NC Full Time
Job Description The Roadside Assistance Intake Agent is responsible for answering incoming calls from members requesting...
Good Sam Enterprises, LLC
Hired Organization Address Greenville, NC Full Time
We have immediate opportunities available for high-energy and results driven entry level sales and lead generation profe...
Good Sam Enterprises, LLC
Hired Organization Address Lincolnshire, IL Full Time
The SEO Manager will be responsible for developing and executing the organization’s search engine optimization strategy....
Good Sam Enterprises, LLC
Hired Organization Address Bowling Green, KY Full Time
Member Services Agent America's champion for fun, freedom, adventure, and making RVing easier. We have an excellent oppo...

Not the job you're looking for? Here are some other Call Center Escalation Analyst jobs in the Virtual, IL area that may be a better fit.

Full-Time Workforce Management (WFM) Scheduling Analyst

Frontline Call Center, Salt Lake, UT

Call Center Agent

Genesis Call Center, LLC, Clarksville, TN

AI Assistant is available now!

Feel free to start your new journey!