Escalation Specialist Jobs

Escalations Associate

Location:Montreal, QC

Duration: 6-7 months

Description:

As a member of the Escalations team, you will be responsible for handling and stewarding there solution for Community issues raised directly to the CEO and other Executive Team Members.

This critical, high visibility role requires taking a consultative, personalized and anticipatory approach to

forging and maintaining executive relationships while balancing a community first mindset.

Takingownership of all assigned cases, ensuring a fair and reasonable final resolution is reached, fostering the relationship with our users along the way. Our ultimate goal is to exceed user expectations and

recover the user perception of Client , managing risk and surfacing trends/pain points within the community to the business.

Were looking for someone who thrives in taking initiative and is comfortable operating with ambiguity, demonstrating a high level of autonomy and resilience.

Responsibilities:

Handle highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.

Deliver a superior community experience for all executive cases, including, but not limited to, collaborating with other teams, navigating ambiguous situations and breaking down silos to resolve issues in a timely manner.

Handle NPS service recovery cases where the initial user experience has been poor and ensure you can rescue the detractor before the case becomes an Executive Escalation Meet performance expectations regularly and own time management efficiently to deal with different type of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholders managements, etc),Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.

Effective communication in the context of stakeholders management as well as external customers.

Support the Escalations Coordinators in providing input for Shared Services to ensure

Qualifications Learning with Agility:

You efficiently analyze new challenges, and quickly learn the additional skills and techniques needed to succeed.

You proactively seek out opportunities to improve.

You're versatile, and open to change when there's a better way.

You learn from past mistakes and accomplishments.

You're a cereal entrepreneur who is comfortable experimenting or reversing course.

Managing Time Efficiently:

You value time, and use it effectively and efficiently.

You prioritize correctly, focusing your efforts on the things that are most important.

You plan ahead, structure your day, and adapt your environment to make the best use of your time.

You stay organized to ensure successful multitasking.

Welcoming Ambiguity:

You handle unexpected change with grace.

You ask questions and seek to understand the reasons for change, while consciously avoiding assumptions of negative intent.

You can effectively articulate the need for change and encourage optimism in those around you.

You're able to perform at a high level, even during times of uncertainty.

You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details. You're comfortable handing off incomplete tasks when necessary.

You're an early adopter.

Taking Initiative to Solve Problems:

If you see an opportunity to contribute or make things better, you take ityou don't wait around to be asked. You're comfortable acting with minimal planning, direction, and supervision.

You can identify issues both within and outside of your immediate scope, and propose solutions.

You quickly identify root causes as well as subtle, hidden issues.

You use logic to propose effective solutions to a variety of problems.

You utilize creativity to propose original solutions, and don't stop at the first, most obvious answers.

Requirements:

3+ years experience in high-touch CS role required

Excellent time management, negotiation and conflict resolution skills.

Excellent listening skills and attention to detail, with demonstrated ability to draw out key information to assess user needs and resolve problems. Display resilience in a high impact dynamic environment.

Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.

Demonstrated ability to develop and maintain effective relationships with internal/external customers at all levels

Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.

Able to handle sensitive casing by taking difficult decisions and thinking out of the box while being mindful of overall impacts on the brand.

Skills:

Required

Educating

Forging

Time management

Articulate

Correspondence

Additional:

Multitasking

User experience

Languages:

English( Speak , Read , Write )