Customer Escalation Specialist
Do you possess the uncanny ability to soothe the angry customer? Do you enjoy wrestling with problems and resolving them with extreme prejudice?
Woot is seeking a Customer Escalation Specialist from the Dallas area with skin as thick as Kevlar, who can think faster than a speeding bullet and charm the quills off a porcupine.
The successful candidate will take up a position on the front lines of the never-ending struggle to satisfy our customers.
Your reward? The satisfaction of fighting the good fight. Oh, and decent pay and benefits in a pretty excellent work environment, if we do say so ourselves. And we do.
Key job responsibilities
- Responding to and / or redirecting all customer escalated emails and phone calls.
- Using customer service skills to effectively answer customer issues.
- Identifying needs and providing prompt resolution to inquiries and problems.
- Ability to find issues that are driving customer contacts. Able to communicate and present these trends to managers to push for a resolution.
- Expressing flexibility to troubleshoot problems and provide solutions.
- Ability to answer escalated questions or concerns from multiple internal teams.
- Identify issues impacting customers and know what time to escalate to quick to get a resolution. Helping communicate that resolution to other CS reps.
- Seeing gaps in CS training knowledge or ability and escalating to CS trainer for improvements.
- Full- time position, must be able to work various shifts, weekends and nights.
We are open to hiring candidates to work out of one of the following locations :
Carrollton, TX, USA
BASIC QUALIFICATIONS
- 2+ years experience working in customer service position (Phone, Chat, E-mail)
- Ability to navigate through multiple computer systems simultaneously
- Strong skill set using Microsoft programs; Word / Excel / Outlook
- Self-starter, able to work both independently and as part of a team
PREFERRED QUALIFICATIONS
- Customer oriented with demonstrated skills
- Ability to multi-task, stay focused and make tough decisions in a fast-paced environment
- Can self-start and maintain a positive, upbeat attitude
- Strong interpersonal and organizational skills
- Strong written and oral communications (email / phone)
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