Reagan L. Email & Phone Number

Clovis, Ca, Us

Irvine, California, United States

GENERAL SUMMARY:The Escalations Specialist/Lead is responsible for responding to and managing customer complaints andescalations relating to the company’s services while maintaining the relationships between the departments and servicing client needs. The Escalations Specialist/Lead will handle problem tickets and provide feedbackto upper management regarding the customer issues.ESSENTIAL DUTIES:● Manage escalated client phone calls (inbound and outbound)● Handle… Show more GENERAL SUMMARY:The Escalations Specialist/Lead is responsible for responding to and managing customer complaints andescalations relating to the company’s services while maintaining the relationships between the departments and servicing client needs. The Escalations Specialist/Lead will handle problem tickets and provide feedbackto upper management regarding the customer issues.ESSENTIAL DUTIES:● Manage escalated client phone calls (inbound and outbound)● Handle all escalation “submissions ”tickets● Investigate and identify client concerns and determine the best course of action and resolve anyoutstanding issues in a time efficient manner● Intervene in conflicts between agents to help reach an agreement that satisfies both parties● Identify if new conflicts are developing● Act as a liaison between frontline agents and higher level management● Communicate with customers via email and/or over the phone● Provide managers with feedback about the situations and how they were handled● Provide high quality, personable, friendly and professional customer service to respond to member needsand concerns● Obtain, review and update overall details of each call to ensure accuracy and completeness ofthe file● Adhere to company policies and procedures● Regular attendance and punctuality● Meet/follow up with scheduled client appointments and deadlines● Work with the supervising team to create better methods to address customer complaints● Adhere to company policies and procedures● Regular attendance and punctuality● Meet/follow up with scheduled client appointments and deadlines● Work with the management team to create better methods to address customer complaints● Follow all policies and procedures for the department and Company Show less