Travel Escalations

1 week ago

NiagaraontheLake, Ontario, Canada International SOS Full time $40,000 - $70,000 per year
Travel Escalations Specialist

The Escalations Specialist is responsible for assisting in resolving customer complaints/incidents.

This person will also be responsible for reporting escalation savings and trends.

As this person will be intimately involved in all aspects of incident resolution, they will also assist in new and ongoing concierge training related to customer recovery.

The Escalations Specialists (ES) is responsible for being a first point of contact for all escalations and questions.

The ES will work in conjunction with the Managers, Client Contacts and Concierge to resolve the cardholder's questions or issues regarding general escalations.

The ES will be responsible for return calls and/or emails to customers with resolutions.

Lastly, the ES will act as a subject matter expert for the team by assisting with answering team member questions and provide any training.


Key Responsibilities

Supports the Aspire Service philosophy of providing customers with remarkable customer experience.

Serves as primary point of contact for handling customer service issues including taking escalated customer calls

Provides accurate and timely information regarding requests.

Monitors and analyzes customer service issue reports. 

Updates escalations training materials and provides escalation training on new client initiatives. 

Serves as a Subject Matter Expert (SME) for the team by providing support, research and answering questions.

Assists the QA & Escalation's Manager with special projects to include, but not limited to, pulling calls, and doing research.

Assists with ongoing support and training of new team members.

Compiles and reviews Escalations reports and analyzes trends.

Ensures all compliments/complaints have been entered into Hydra.

Other projects and responsibilities as assigned.

Required Knowledge, Skills and Competencies

Strong computer skills including ability to navigate internet and advanced knowledge of Microsoft Office programs (Excel, Word, Outlook)

Must always reflect a "can-do" attitude.

Flexible/adaptable and able to keep up with fast paced environment.

Self-motivated and able to work independently.

Detail oriented with ability to multi-task.

Ability to work under pressure and meet deadlines, juggling and managing multiple projects and priorities, while maintaining a professional demeanor, is required.

Superior time-management skills along with strong sense of urgency.

Excellent listening, verbal, and written communication skills.

Ability to be available days, nights, weekends, and holidays, as applicable. Some travel may be required.

Superior level of discretion, as position requires access to highly confidential program, client and team information.

Work Experience & Qualifications

1-2 years' direct service delivery experience.

Prior leadership experience with call center industry and/or travel industry preferred.

Issue resolution experience required.

High school diploma or equivalent required. Some college preferred.

Able to successfully pass a credit, criminal and employment reference security check.


Required Languages

Ability to communicate in English (verbally and written) in a polished and professional manner is required.

Travel, Schedule & Availability

Ability to maintain a flexible work schedule that meets the program needs. This includes being able to work days, nights, weekends, and holidays. Some travel may be required.

Work Environment & Physical Requirements

Must have a dedicated, quiet, and private workspace free from distractions. 

Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.

Reliable high-speed uninterrupted internet connection meeting minimum company standards.

Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.

May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.

Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.

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