What are the responsibilities and job description for the Customer Support Escalation Specialist in Plantation, FL or Las Vegas, NV position at MetaFans Media?
Main Responsibility:
Handle intricate and challenging customer issues requiring more expertise, knowledge, or decision-making. These could be issues that CS I & II agents cannot resolve due to their complexity or sensitivity.
Job Duties:
Handle intricate and challenging customer issues requiring more expertise, knowledge, or decision-making. These could be issues that CS I & II agents cannot resolve due to their complexity or sensitivity.
Job Duties:
- Customer Service
- Find resolutions that satisfy customers and effectively address their concerns. Depending on the situation, this may involve corrective actions, compensation, or exceptions to standard policies
- In addition to handling escalated issues, these specialists are often skilled in de-escalation techniques. They can manage frustrated or upset customers by using effective communication and problem-solving strategies
- Uphold company values and standards, maintaining a positive and professional demeanor in all interactions.
- Empathy is essential when addressing clients' concerns, resolving technical problems, responding to inquiries, and offering suitable solutions
- Apply critical thinking and problem-solving skills to analyze customer situations, identify root causes, and provide practical solutions or escalate complex issues as needed
- Build and maintain positive customer relationships by demonstrating empathy, patience, and professionalism, fostering customer loyalty and satisfaction
- Communicate clearly and effectively with customers using appropriate language (using the translation tool if needed) and ensuring the message is understood and the customer feels valued and supported.
- Case Escalation
- Evaluate the urgency and severity of cases and alerts and escalate to higher tiers or departments if necessary.
- Company & Procedural Knowledge
- Follow established customer service procedures, guidelines, and protocols to ensure consistency and quality in customer interactions.
- Process Improvement
- Track and report on escalated case outcomes, providing management data-driven insights. This information is used to identify recurring issues and develop workflow strategies for reducing the number of escalations
- Ensuring team members are aware of customer service expectations and provide clear instructions on handling different customer situations
- Escalation Specialists may also provide feedback and coaching to CSRs to help them handle similar issues more effectively in the future. This collaboration helps improve the overall skill level of the customer service team
- Write professional and thorough emails to attorneys to seek approval for new processes or changes to existing workflows.
- Within Zendesk, escalate user inquiries and problems to the CS Escalated folder. Some of these cases include highly complex inquiries, issues, and incidents.
- Utilize specialized knowledge and expertise to find solutions for age verification, studio, and CS general cases.
- Resolve common cases within Zendesk's Age Verification Folder and Studio Folder if needed
- Use specialized resources (such as confluence) to troubleshoot and find solutions
- Using expert knowledge to assist with CS-related Slack alerts promptly and timely.
- Work closely with CS I & II agents offering support by:
- Sharing knowledge, best practices, and techniques for addressing complicated cases.
- Yielding questions and mentoring on proper policy and procedure
- Collaborate with the Supervisors or cross departments to ensure timely resolution
- Regularly assisting a supervisor in tasks and assignments
- Consistently giving support and assistance to other agents (yielding questions and mentoring on proper policy and procedure)
- Customer Satisfaction (CSAT) Feedback with Escalation Resolution
- Daily Productivity KPI
- Quality Assurance Scorecard
- 360 Employee Feedback
- Resolution Time for Escalations
- First Contact Resolution (FCR) Rate
- Professional goal accomplishment
- Skill and Knowledge Assessments
- Adherence to schedule
- Excellent analytical and problem-solving skills
- Being flexible with possible scheduling changes to meet business needs
- Ability to work independently and as part of a team
- Availability to work in either Broward or Las Vegas in-office full-time
- Ideally tenured with at least 12 months of experience within the company
- At least six months of experience as a CS Agent 2 (or cross-department equivalent)
- Knowledge of all current CS-related tasks and processes is a must
- QA Score of 90% or higher from 2023 to present
- Historically meeting productivity metrics
- Demonstrated commitment to schedule adherence
- Has not received written warnings, write-ups, and/or a performance improvement plan in the last 90 days.
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401(k) Plan
- Employee Assistance Program
- Meal Stipend
- Paid Holidays