Escalation Specialist

3 weeks ago

North York, Canada Carry Telecom Inc Full time

Escalation Specialist

The Escalation Specialist is responsible for resolving and dealing with customer escalations and support Call Center Manager leading a team of agents who strive to provide first level customer services to our customers in regard to our products and services provided, order processing, billing and technical inquiries and problem solving. This role requires the collaboration with management team members, resolve and report call center or agent issues that might affect the company.

**Responsibilities**:

- Take the escalation calls and provide a solution to resolve customer complaints and requests. Help with sales or technical support calls when agent lines are busy.
- Proactively provide timely feedback to call center agents or management team on areas of improvement, and implement quick solution and propose suggestions to management in reducing the number of escalation and improving customer’s satisfaction.
- Acquire the capability to identify, analyze, and initiate the escalation process to ensure that all escalations cases are resolved within specified timeframe and in an efficient manner.
- Take initiative to coordinate with the customers for developing an escalation management plan as per their requirements, add additional resources for escalation process if required.
- Analyze, monitor and report the daily trend of escalation.
- Provide guidance on Incident Management process to call center staff and assist in their training and knowledge development. Serve as coach and mentor, consistently work with call center team as well as escalation team to evaluate and improve skills of the team members.
- Establish and maintain management reporting on incidents and escalations.
- Maintain a positive brand reputation by actively monitoring reviews on social media platforms such as google, Facebook etc..
- In partnership with the Account Manager, effectively dispute charges and charge backs.
- Perform any other duties assignment by the Company.

**Qualifications** **& Skills**
- Bachelor degree or diploma in business or administration and/or relevant work experience.
- 3+ years of experience in customer service
- 1-2 years of experience working in team lead or supervisory role
- 1-3 years working in a call center environment (preferred but not required)
- Must have strong computer literacy, windows and Internet navigation knowledge
- Available to work on a flexible schedule to meet business needs
- Excellent active listening, communication skills and interpersonal skills with a professional telephone manner
- Customer Champion: passionate about providing Top Notch customer service
- Strong problem-solving skills and ability to deal with customers diplomatically and effectively in a fast-paced environment
- Punctual and committed to work schedules
- Able to multitask in a fast-paced environment
- Strong team leadership accountability, prioritization and time management skills
- Great proactiveness and initiative demonstrated

**Job Types**: Full-time, Permanent

**Salary**: $20.00-$25.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- North York, ON M2H 2N5: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 3 years (required)
- Leadership: 1 year (preferred)
- Call center: 2 years (preferred)

Work Location: In person

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