Advantage Escalations Specialist at Service Experts in Richardson, Texas

Job Description:

Loyalty & Escalation Specialist - Advantage




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Reports To: Advantage Operations Manager




Location: FSO, Richardson, TX





General Description



Highly visible role utilizing Advantage and Service Experts knowledge along with above average soft skills to resolve escalated customer complaints of Advantage Program participants. Receives, maintains & facilitates communication with Field Leadership with the uniform goal of maintaining the integrity of the customer relationship. Liaison between the customer and other supporting departments to effectively reach a mutually agreeable resolution. Provides administrative support by following the standardized processes and procedures set forth for specialized programs. Work is performed under general supervision with latitude for decision making within assigned guidelines.




Duties & Responsibilities

• Actions customer escalations received from the customer care team & local service center related to complaints and contract transfers.


• Explain feature and benefits of the Advantage program to existing, new, or potential customers.


• Retain customer accounts that qualify for a transfer to a new home-owner and follow up on completions of contract transfers.


• Calculate and present to customers the early termination amount, and in some instances negotiate appropriate discounting, obtain from leadership, generate customer letter, and communication with the customer and acquisition of the customer approval.


• Work with the back-office team to complete contract transfers and customer information updates.


• Receive, investigate & manage customer complaints to full completion within the defined service level targets.


• Protects the integrity of data per company and General Accounting Practices.


• Manage and track all escalations and the reason via multiple internal systems.


• Partner and interact daily with 50+ US Service Center POC's, including General Managers or Operations Managers, to resolve customer complaints.


• Facilitates buy out requests to include calculation of the buyout amount, approval from leadership, communication with the customer and acquisition of the customer approval.


• Uses retention strategies via phone and email to reduce early terminations.


• Processes all received payments via standard protocol and facilitates all refund requests.


• Communicates regularly with leadership regarding any trends or areas of opportunity.


• Represents the company professionally, honestly, and ethically in all business matters and activities.


• Other duties as assigned.

• High school diploma with a minimum of 3 years advanced customer service or complaint resolution experience.


• Ability to de-escalate and be persuasive in order to reach a mutual resolution.


• Ability to learn and follow company process and procedures.


• Highly organized & detailed oriented.


• Excellent follow through skills.


• Ability to maintain confidentiality of customer information and other sensitive data.


• Ability to work well under pressure.


• Ability to multitask in a busy work environment and to organize and manage multiple priorities.


• Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.


• Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.


• Utilizes various computerized systems and software to perform tasks.


• Ability to communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner.


• Ability to work effectively and productively in both a team environment as well as independently.