Service Escalations Specialist

Charlotte, NC | Temporary

Post Date: 10/03/2017 Job ID: 00005BFS Industry: Other Pay Rate: 0.00
Are you a results-driven, fast-paced individual who can drive best in class customer service by exceeding consumer and customer expectations? StaffMasters is recruiting a Service Escalations Specialist for a client located in Charlotte, NC. This is a long term contract opportunity and the hourly pay rate is $12-$16. This position is responsible for locating, scheduling and ensuring service event takes place for consumers in a reasonable timeframe. The primary goal is to provide the consumer and customer with an effortless experience.

Job Duties:
Ensure beginning to end resolution of all assigned service escalation files for North America Warranty through SAP and ServicePower
Achieve KPI of 50 service escalation files per day
Achieve replacement rate KPI
Responsible for achieving cycle time KPI of 24 hours
Research consumer history to gain understanding of service history and use as a foundation for making decisions on resolution
Make outbound calls to independent service network to secure service appointments for consumers
Provide daily reporting to supervisor on final resolution on service escalations worked
Utilize all available search options to prevent product replacements
Monitor service call dispatches to ensure consumer service resolution on escalations
Make outbound calls to consumers when a resolution is reached, to discuss the resolution and confirm satisfaction with the consumer
Communicate information on policies and procedures to service delivery network and consumers surrounding warranty coverage
Communicate service trends to leadership team to decrease service coverage and capacity gaps
Promote teamwork and positive interaction amongst customers, both internal and external
Contribute to a positive, energetic and high-performing team culture
Maintain a professional and positive demeanor at all times
Make recommendations for re-engineering existing processes to gain maximum efficiency
Maintain a dedication to providing exceptional customer service across multiple communication channels

For immediate consideration apply at (choose Concord) or call (704) 784-9300 for more information.
Bachelor's Degree, preferred
Minimum 2 years of relevant work experience including background in customer service or claims management
Experience with all Microsoft Office tools (Excel, PowerPoint and Outlook)

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