Escalation Specialist

Customer Escalation Specialist

Job Summary

The Customer Escalation Team is made up of experienced Specialists who have the developed the judgement to navigate critical and escalated customer issues. This includes delicately balancing the customer's expectations and the company's profitability. The Escalation Team is a team of experts who will manage the customer experience from the initial escalated call or e-mail through resolution. The team will share lessons learned and develop best practices together. The Customer Escalation Team will report directly to the Escalation Team Manager, and together responsible for helping Viking reach retention target goal.

Key Responsibilities

• Research critical account billing issues and determine a resolution by factoring the revenue, account history, and the customer's recent service experience.
• Work as the partner to the Branch Managers to directly resolve concerns as needed as well as develop best practices for future use.
• Critically reviews action items and assign accounts to a manager or a specific pest control expert is needed by understanding the complexity of the issue and the skills available within the teams.
• Identify reoccurring service failures, research root causes to help track, and partner with technical training team to minimize future.
• Independently determines the accounts needing price adjustments, credit memos, invoice corrections and other billing changes.
• Respond with urgency on priority pesticide exposure calls which includes immediate mitigation steps, compliance reports, and customer care.
• Follow up on negative NPS reviews related to billing or service failure and determine if the customer can be remedied or recommend changes to the company's service processes.
• Respond to account cancelations requests with retention offerings
• Maintained detailed documentation escalation issues, exposures, and resolution within Pestpac in a manner for customer tracking and reporting.
• Proactively analyze key service metrics, provide recommendations, and assist in future improvements.
• Assist with special projects as needed.
• Other duties as assigned.

Performance Skills

• Exemplary customer service skills
• High quality judgement
• Ability to understand the profitability implications when determine customer resolution
• Strong sense of urgency and understands when to escalate concerns
• Efficient researching skills
• Strong detail orientation and follow-through
• Strong collaboration skills across teams
• Excellent people/team building skills and management capabilities
• Strong written and oral communication skills with all levels
• High level of self-confidence, flexibility, and integrity
• Entrepreneurial style and doer attitude, self-starter, no hesitation to take on responsibilities beyond the initial scope of the role
• Excellent time management skills with a proven ability to meet deadlines.
• Analytical skills.

Minimal Requirements

• 3+ years in a fast-paced customer service role preferred
• Experience building relationships quickly through phone or e-mail
• Experience converting an unsatisfied customer into a satisfied one
• Strong knowledge of pest control protocols
• Expert knowledge of Viking's product offering
• Strong knowledge of PestPac
• Experience with the Microsoft Office Suite

Physical and Mental Demands

Occasional Demands (1-33%)

Frequent Demands (34-66%)

Constant Demands (67-100%)

Lifting (up to 10 lbs)

Carrying

Standing

Presenting

Focus for Extended Periods

Sitting

Typing

Talking

Reading

Hearing

Analyzing

Decision Making