Step into the role of a Customer Service Escalation Specialist and make a difference in consumer experiences. Your mission will be to provide additional support to Tier 1 associates, helping resolve complex issues and de-escalating situations. As a model of exemplary service, you’ll excel in telephone, email, and direct mail interactions. Your focus will be on delighting consumers, building lasting relationships, and becoming an expert.
From the ad: What you will be doing:
- Take over contacts (voice, e-mail, chat) where our Tier 1 level associates need additional support in finding a path to resolution.
- Take supervisor requests when collectors ask to speak to a manager, help find a resolution and deescalate complex situations.
- Perform investigative work when collectors escalate via various channels such as social media or directly through senior leaders within the company. Provide resolution following investigative work within a set timeframe.
- Follow up with customers who provided negative feedback following their initial interaction with Customer Service. Work with those customers to resolve their issues and create a positive experience.
- Model exemplary service through telephone, email, and direct mail channels
- Delight consumers: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction.
- Build and maintain relationships with repeat consumers.
- Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar.
- Additional duties as assigned.
Requirements:
- 3+ Years of related experience, preferably as a Sr CS Associate working on escalations.
- Positive, consumer-minded individual with a passion to serve.
- Advanced knowledge of trading cards and collectibles industry.
- Advanced problem-solving abilities and attention to detail.
- Excellent interpersonal, verbal, and written communication skills
- Able to multitask, prioritize, and manage time effectively.
- Proficiency in MS Word & Excel.
- Willingness to work through phone and e-mail interactions with customers.
- Willingness and ability to work flexible hours, including evenings and weekends.