Customer Escalation Specialist

In this 90 day Career Experience, The Customer Experience Supervisor is responsible for supporting the contact center and Claims Specialists in need of assistance. He/She will need to provide leadership as part of a dynamic team in a very fast paced environment handling escalation calls, supporting claims specialist questions and administering action links in Salesforce CRM. A high degree of interaction, mentorship and leadership is required with fellow team members and customers.

The Customer Experience Supervisor also reports knowledge gaps, behaviors to the management team, acting as their eyes and ears in the department.

Key goals will be to balance the needs of the business (KPIs, T&Cs, etc.), the customer's experience and the SquareTrade brand reputation when determining how best to address a support request from a specialist or customer. On a day-to-day basis, they will be the first point of contact for the Customer Experience team. This may include addressing concerns, reporting technical issues to the appropriate teams, handling escalated customers, and even occasionally handling overflow calls on days with a high call volume. Responsible for handling any immediate iss...