Position: Escalation Specialist
Company: Home Alliance
Experience required: 1y
English level: upper

This position is responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs. Candidates for this position should be comfortable with working in a developing department. 
**Core Responsibilities:**
-Manage and Resolve Customer Escalations
-Cross-Functional Communication and Collaboration
**Essential Functions**:
-Oversees customer issues and ensures effective and long-term problem resolution.
-Monitors programs and procedures to ensure on-time services and customer satisfaction.
-Handle incoming requests from customers (via phone and email) and ensure that issues are resolved promptly, thoroughly, and professionally.
-Resolving escalated customer complaints or disputes.
-Works with the QA Manager to ensure proper company processes and procedures.
-Provides feedback to the company regarding service failures or customer concerns.
-Provides feedback to respective departments to ensure all customers have accurate and timely information on order status and/or changes.
-Works continually towards self-development to stay current on customer service, sales, and company procedures & practices.
-Responds to customer inquiries and problem-solving in a professional and effective fashion.
-Acts as a resource in resolving customer issues brought to departments by utilizing excellent process knowledge and strong skills in negotiating and selling.
-Become a Trusted Advisor to Customer stakeholders to enhance overall customer experience
**About You:**
-Ability to work independently and problem solve.
-Take initiative and constantly stay proactive i
-First escalation point for CSR team; assist with issue resolution and situation de-escalation.
-5+ years of experience in customer service or sales
- Demonstrate customer obsession resulting in the ability to meet and exceed consumer needs
- High-stress resistance
- Multi-tasker and thrive in a fast-paced environment 
- Understanding of Customer LTV.