INTERNAL ONLY* - Escalation Specialist - Customer Care

Grade 16 - Starting hourly rate: $21.90. Rate of pay depends on qualifications.

Job Description

JOB SUMMARY

The Escalation Specialist is responsible for handling escalated customer issues/concerns via phone and/or email, including customers who have filed complaints or taken other external actions to resolve their concerns. The Escalation Specialist will work directly with customers to provide a prompt resolution and best in class customer experience. ESSENTIAL FUNCTIONS* Performs outbound and inbound customer support for escalated customers issues/concerns via telephone and email to de-escalate and manage difficult situations or circumstances.

CUSTOMER CARE* Supports customers transferred from the Call Center who provide negative feedback through the Post Interaction Survey or other channels.

DECISION MAKING* Works under close supervision.

MINIMUM REQUIREMENTS* High School Diploma or GED.

PREFERRED QUALIFICATIONS* Five years’ call center experience.

JOB DIMENSIONS* Knowledge of SAWS Call Center practices.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Physical requirements include lifting up to 20 pounds. Subject to sitting, standing and walking for long periods of time. Requires visual acuity, speech and hearing. Working conditions are primarily in an office environment with possible field visits to project sites, vendor meetings and/or other Service Centers. May operate a company or personal vehicle to conduct site visits.

May be required to work hours other than the regular schedule such as nights and weekends.