Contact Center Escalations Representative - Command Center Coordinator
Agero - 3 locationsTucson, AZ
Expired: over a month ago. Applications are no longer accepted.
DESCRIPTION SUMMARY: Monitors and manages the service experience while working to identify leading indicators to help proactively intervene to prevent or restore a difficult service event. Strives to create a cooperative sense of empowerment between service providers and command center coordinator to do what is right on behalf of consumers to drive advocacy and loyalty back to our client brands. ESSENTIAL FUNCTIONS: * Monitors and manages the service experience for escalated ETA issues * Researches and resolves escalated issues to insure satisfactory outcomes for both customers and service providers * Prepares reports for management outlining, associate call performance, missed ETAs, and service provider concerns. * Insures the highest level of service to customers and service providers. * Recognizes and recommends areas needing improvement within service network and contact center. * Contributes to team goals through meeting or exceeding operational and quality objectives. EDUCATION: High school diploma or equivalent work experience. Associate degree a plus EXPERIENCE: 1-2 years related experience in fast-paced customer service environment. Previous solution based experience preferred. Industry knowledge a plus. Faced paced environment with the ability to problem solve and defuse escalated issues. Thorough understanding of company processes and services and successful completion of product certifications. SKILLS: Utilizes empathy, listening skills, and a courteous and helpful attitude to focus on providing quality service. Demonstrates problem solving, organizational, and sound reasoning ability. Adapts to a changing work environment and willingly learns new skills and develops greater job knowledge. Strong communication, analytical and time management skills. Capable of working independently with a solution focused approach. WORKING RELATIONSHIPS: Communicates with associates, customers and providers in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals. ADDITIONAL REQUIREMENTS: Ability to work flexible schedule as business needs dictate.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Agero - 3 locations
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