Job Description
We’re looking for an Escalation Analyst to join our Corporate Resolutions. While we would like someone who can resolve escalations from our business partners, demonstrate ownership of issues from start to finish, identify and report on current trends, and communicate with various stakeholders at different levels throughout the organization, these are not the only requirements for the role.
The best fit is one with a keen eye for details, who excels at transforming insights from data into business and operational improvements and innovations. In addition, the ideal candidate will be one who values efficiency, focuses (with laser-like intensity) on exceeding goals and objectives, proactively turns a negative situation into a positive one, and feels comfortable regularly providing feedback to peers, team members, and business partners.
You will be a key part of the team responsible for building a world-class customer experience. We don’t just want to sell protection plans (of course we want to do that!). Beyond that, we want to redefine the way consumers think about protection and customer service. We have an insatiable drive to be the leader in customer service and innovation in the protection plan and extended warranty space AND we are counting on you to help us achieve our goal!
WHAT’S GREAT ABOUT THIS ROLE?
- You will be involved in making REAL changes for the company and having a positive impact on the customer experience.
- You will work on high-impact and high-profile projects that define the strategic direction of our customer experience program.
- You will work on a whip-smart and dedicated team that all want to build a world-class customer experience. The team you’ll be working with comes to work every day to redefine the way consumers think about and experience protection.
- You will get exposure to various functions in the business including Supply Chain, Product Management, Business Development, and Analytics.
HERE’S WHAT YOU’LL BE DOING:
Escalations:
- Supporting SquareTrade employees in solving customer issues originating through Channel Partners, our Sales Operations (“Field”) Team, social media, and those prioritized by Executive Management, etc.
- Ensuring that all customer escalations and complaints are resolved to SquareTrade’s “Customer Obsessed” standards, and within departmental guidelines, company policies, and terms and conditions.
- Demonstrating ownership of customer issues and working proactively with various SquareTrade departments, groups, and partners to resolve issues within SLA.
- Rectifying service issues for our newest and most prestigious partners The Home Depot (US and Canada), Walmart, Target, BigLots (to name a few) while simultaneously answering real-time questions from Store Associates and our Retail Sales & Field team.
- Partnering with all other relevant departments and groups within SquareTrade to ensure support for resolution of customer issues, consistency of approach, and smooth cross-departmental cooperation.
Process & Tools:
- Capture and maintain all customer and claim information accurately and concisely.
- Follow escalation and complaint procedures documented in our Escalation Handling Playbook to ensure that customer escalations and complaints are tracked, while keeping all relevant stakeholders informed of actions taken to resolve each issue.
- Utilize appropriate tools and resources to ensure the customer receives relevant and accurate information at any time.
- Rely upon analytics processes, tools, and systems such as Salesforce reporting, SQL database queries, and Excel and Google Drive spreadsheet tracking to ensure proper and complete handling of outstanding issues and customer experiences.
YOU CAN FILL THIS ROLE IF…
- You have a passion for turning escalated or unhappy customers into company evangelists who will recommend products and services to friends, family, and even their next-door neighbors.
- You have a love for data and using data to solve business problems and drive innovation.
- You thrive in an environment of constant change at the pace of a cheetah.
- “That’s not in my job description” doesn’t apply to your work ethic. You are hungry to learn about all aspects of the business and are self-motivated to develop and sharpen your skills.
YOU CAN TAKE THIS ROLE TO THE NEXT LEVEL IF…
- You can’t go shopping anywhere without immediately identifying gaps in the service experience (what’s your opinion of Starbucks?).
- You have a natural ability to interact with others in a genuinely positive manner.
- You enjoy a good brainstorming session and love mapping out ideas and/or a process on the whiteboard.
- Your friends and family are often slightly perturbed by how attentive you are to minor details while at home or out running errands. How often do you notice that box of cereal sitting on the wrong shelf, or the dollar bills all facing the wrong way in your wallet?
- You find recording a macro is way more fun than recording an Instagram story.
- You have a knowledge of one or more of the following: Excel, SQL queries, Google Apps Script, Tableau, or PowerPoint.