Customer Service Escalation Specialist
AudioCityUSA AudioCityUSA Santa Fe Springs, CA Santa Fe Springs, CA Full-time Full-time From $20 an hour From $20 an hour 2 days ago 2 days ago 2 days ago We are seeking a highly empathetic and skilled Customer Service Escalation Specialist to join our team.
In this role, you will be responsible for handling various customer claims, ensuring timely resolution, and providing exceptional customer service.
Your strong verbal communication skills, empathy, and attention to detail will be crucial in effectively resolving customer disputes and maintaining customer satisfaction.
About us:
We believe that buying a new set of wheels should be an enjoyable and hassle-free experience.
We refuse to accept confusion, frustration, and overwhelm as the norm.
Our goal is to eliminate these challenges and provide an effortless experience for our customers.
Put simply, our mission is to offer the world's simplest wheel-buying experience.
We do this by removing the complexities from every step of the wheel-buying journey.
Whether it's browsing our selection, choosing the right wheels, getting expert advice, making the purchase, or even returning the wheels, it's our job to ensure our customers can navigate through it all effortlessly.
Our core values:
Do it fast Do it better Make it happen Be an owner Win together About you:
You're naturally empathetic.
Your friends tell you you're a great listener.
You instinctively know what people want without them having to tell you.
You're extremely detail oriented.
You find true joy in working with people.
You thrive in a fast-paced environment.
As our Customer Service Escalation Specialist, you will:
Handle all customer claims, including returns, exchanges, replacements, refunds, and complaints.
Utilize Zendesk to track and manage all claims efficiently, ensuring accurate and up-to-date information.
Resolve all customer claims within a 24-hour timeframe.
Collaborate with Customer Service and Sales teams to resolve complex claims.
Identify trends or patterns in customer claims and share feedback with the management team for process improvement.
Stay updated on company policies, procedures, and product knowledge to effectively address customer claims and provide accurate information.
Here's how your performance will be measured:
Average resolution time Additional cost of resolution Customer satisfaction score Claim resolution rate Process improvement suggestions
Qualifications:
2
years of experience in customer service escalations Fluent in both English and Spanish Strong written and verbal communication skills Strong analytical thinking and problem-solving skills Advanced conflict resolution capabilities Strong ability to multi-task Ability to handle high call volume Job Type:
Full-time Pay:
From $20.
00 per hour
Benefits:
On-the-job training Paid time off Professional development assistance Experience level:
2 years Shift:
8 hour shift Weekly day range:
Monday to Friday Work setting:
In-person Office Ability to commute/relocate:
Santa Fe Springs, CA 90670:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
Why do you want this specific job? What motivates you to work? Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
In this role, you will be responsible for handling various customer claims, ensuring timely resolution, and providing exceptional customer service.
Your strong verbal communication skills, empathy, and attention to detail will be crucial in effectively resolving customer disputes and maintaining customer satisfaction.
About us:
We believe that buying a new set of wheels should be an enjoyable and hassle-free experience.
We refuse to accept confusion, frustration, and overwhelm as the norm.
Our goal is to eliminate these challenges and provide an effortless experience for our customers.
Put simply, our mission is to offer the world's simplest wheel-buying experience.
We do this by removing the complexities from every step of the wheel-buying journey.
Whether it's browsing our selection, choosing the right wheels, getting expert advice, making the purchase, or even returning the wheels, it's our job to ensure our customers can navigate through it all effortlessly.
Our core values:
Do it fast Do it better Make it happen Be an owner Win together About you:
You're naturally empathetic.
Your friends tell you you're a great listener.
You instinctively know what people want without them having to tell you.
You're extremely detail oriented.
You find true joy in working with people.
You thrive in a fast-paced environment.
As our Customer Service Escalation Specialist, you will:
Handle all customer claims, including returns, exchanges, replacements, refunds, and complaints.
Utilize Zendesk to track and manage all claims efficiently, ensuring accurate and up-to-date information.
Resolve all customer claims within a 24-hour timeframe.
Collaborate with Customer Service and Sales teams to resolve complex claims.
Identify trends or patterns in customer claims and share feedback with the management team for process improvement.
Stay updated on company policies, procedures, and product knowledge to effectively address customer claims and provide accurate information.
Here's how your performance will be measured:
Average resolution time Additional cost of resolution Customer satisfaction score Claim resolution rate Process improvement suggestions
Qualifications:
2
years of experience in customer service escalations Fluent in both English and Spanish Strong written and verbal communication skills Strong analytical thinking and problem-solving skills Advanced conflict resolution capabilities Strong ability to multi-task Ability to handle high call volume Job Type:
Full-time Pay:
From $20.
00 per hour
Benefits:
On-the-job training Paid time off Professional development assistance Experience level:
2 years Shift:
8 hour shift Weekly day range:
Monday to Friday Work setting:
In-person Office Ability to commute/relocate:
Santa Fe Springs, CA 90670:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
Why do you want this specific job? What motivates you to work? Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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