Escalation Specialist

Gen

Arizona, United States
Customer retention and recovery
Liaison between internal teams
Manage case load to ensure sla goals
Accountable for the retention and recovery of escalated Gen customers, measurable via general Customer Experience Metrics

Job Summary

  • Accountable for the retention and recovery of escalated Gen customers, measurable via general Customer Experience Metrics.
  • Act as a liaison between internal teams to ensure customers’ needs are being communicated and met; coordinating with Legal, PR and Supportability.
  • Identify, develop and recommend process and behavioral improvements to enhance overall member experience.

Matching Summary

Accountable for the retention and recovery of escalated Gen customers, measurable via general Customer Experience Metrics.

Skills & Requirements

Must-have

  • Customer retention and recovery
  • Liaison between internal teams
  • Manage case load to ensure SLA goals
  • Handle cases from multiple queue types
  • Strong knowledge of Gen products and policies
  • Excellent verbal and written communication skills

Nice-to-have

  • High emotional IQ
  • Empathetic to needs of others
  • Passionate about managing people
  • Logical, organized, and efficient
  • Team player and collaborate globally

Key Requirements

  • Prior experience (1+ year) in technical support or customer service role
  • Ability to work under pressure
  • Strong decision making and problem-solving skills

Work Rights

Not specified

Tailored Resume

Cover Letter