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Escalation Customer Focused Representative

Seattle, WA

Posted: 02/18/2021 Industry: Other Area(s) Job Number: 1071

Job Description

2rbConsulting is looking to hire experienced Escalation Customer Focused Representatives to partner with our client. This is a remote opportunity.

We’re seeking individuals who have a passion for providing quick and accurate customer care resolution. This person will also be tasked with routing customer issues to the appropriate team within the targeted support application via phone and electronic case transfers.

Overall Responsibilities:

  • Responsible for leading with empathy and understanding, while executing effectively on the engagement requirements
  • Manage expectations and work to resolve challenges partnering with the organization’s field sellers and stakeholders
  • Tasked with carefully tracking execution against project deliverables and updating relevant stakeholders throughout
  • Support other team members on the project by following up with customers and making sure every customer is satisfied

Additional Skills:

  • Minimum 3-5+ years of experience with a strong technical background
  • Experience with escalation management and resolution is required
  • Must have excellent communication skills (both written and verbal)
  • Must have strong presentation and facilitation skills
  • Ability to lead and manage customer facing discussions with senior stakeholders is required
  • Basic analytical skills utilizing Excel
  • Experience as an Escalation Specialist is a strong plus
  • Escalation specialist background is a strong plus
  • Financial understanding and analytical skills are an advantage
  • Strong interpersonal skills; customer-centric attitude; ability to deal with cultural diversity

If this opportunity sounds like a good match for you, please submit your resume for immediate consideration!

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