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Description
Customer Escalation Specialist
Do you possess the uncanny ability to soothe the angry customer? Do you enjoy wrestling with problems and resolving them with extreme prejudice? Woot is seeking a Customer Escalation Specialist from the Dallas area with skin as thick as Kevlar, who can think faster than a speeding bullet and charm the quills off a porcupine. The successful candidate will take up a position on the front lines of the never-ending struggle to satisfy our customers. Your reward? The satisfaction of fighting the good fight. Oh, and decent pay and benefits in a pretty excellent work environment, if we do say so ourselves. And we do.
Key job responsibilities
• Responding to and/or redirecting all customer escalated emails and phone calls.
• Using customer service skills to effectively answer customer issues.
• Identifying needs and providing prompt resolution to inquiries and problems.
• Ability to find issues that are driving customer contacts. Able to communicate and present these trends to managers to push for a resolution.
• Expressing flexibility to troubleshoot problems and provide solutions.
• Ability to answer escalated questions or concerns from multiple internal teams.
• Identify issues impacting customers and know what time to escalate to quick to get a resolution. Helping communicate that resolution to other CS reps.
• Seeing gaps in CS training knowledge or ability and escalating to CS trainer for improvements.
• Full- time position, must be able to work various shifts, weekends and nights.
We are open to hiring candidates to work out of one of the following locations:
Carrollton, TX, USA
Basic Qualifications
• 2+ years experience working in customer service position (Phone, Chat, E-mail)
• Ability to navigate through multiple computer systems simultaneously
• Strong skill set using Microsoft programs; Word/Excel/Outlook
• Self-starter, able to work both independently and as part of a team
Preferred Qualifications
• Customer oriented with demonstrated skills
• Ability to multi-task, stay focused and make tough decisions in a fast-paced environment
• Can self-start and maintain a positive, upbeat attitude
• Strong interpersonal and organizational skills
• Strong written and oral communications (email/phone)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.