Customer Escalations Representative IV

What You'll Do:

• The schedule for this role is 11:00 AM - 8:00 PM on Monday, Tuesday, Wednesday, Saturday and Sunday.
• Develop and maintain positive client relations as required to ensure superior client satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments
• Manage the scheduling and completion of all services assigned by customers; many of the services a Senior CSR will handle will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved}
• Act as final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
• May be required to run special reports for the Team Lead and/or Client, as well as provide analysis on performance trends
• Demonstrate professionalism in communication, relationship development, customer service, etc.
• Assist in training team members and provides constructive feedback as necessary
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Shift flexibility may be required
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned

Role Specific Skills:

• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential

You Should Have:

• High school diploma required
• 4+ years of customer service experience preferred
• Preferred experience as a CSR III
• Basic troubleshooting knowledge and ability to articulate
• Ability to communicate industry language

Other Relevant Qualifications:

• Undergraduate degree / internship preferred
• Intellectual agility and adaptability
• Property maintenance experience
• Trades knowledge