Customer Service Escalation Representative

This is an on-going long term contract as a Consumer Escalations Representative in Rio Rancho, NM. On-site.

Training: 3 months. Perfect attendance is required

Training Schedule: Friday 7 am to 7 pm

Looking for people, with Good Tenure, with Customer service skills , Great phone skills,

Receptionist, frondesk , csr

Responsibilities:

· Manage the escalated service requests of customers through different access channels.

· Take Inbound calls for customers calling into Escalations department. Route to appropriate area and or open a new case/complaint or escalate current case/complaint.

· Work Ecase complaints and provide resolution to customer within specific timeframes and expectations.

· Work flow daily 15- 20 calls and 40- 50 complaints overall to work and resolve

· Responsible for validating customer entitlement. Log case to provide a resolution or routing and dispatching an end-user to the proper resources.

· Act as a customer advocate

· Collaborate with other departments within client to find solutions.

· Monitor the service event through completion for compliance.

· Reviews customer feedback related to customer entitlement, case management, and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.

· Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks.

· Thorough understanding of the general/technical aspects of the job.

· Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment.

· Manages multiple tasks or cases simultaneously without supervision.

· Preserve customer relationships and protect the business.

· Total customer ownership