Dollar Tree Stores
Customer Escalation Specialist
Dollar Tree Stores, Chesapeake, Virginia, United States, 23322
Overview
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Customer Escalation Specialist
role at
Dollar Tree Stores . Responsibilities Anticipate and swiftly respond to escalated customer issues. Provide guidance and feedback to frontline agents. Handle escalated calls from customers regarding various topics. Perform personal root cause analysis and investigation into escalated issues; recommend improvements to processes and procedures to avoid future escalations. Utilize reporting and analytics to identify deficiencies in processes and drive improvements. Establish and monitor escalation SLAs with departments; maintain progress updates. Receive, own and manage all escalated issues to resolution, including escalated agent tickets, calls, emails, letters, and issues escalated at the Executive and Management level; coordinate with Escalation and Enterprise Contact Center teams. Provide proactive follow-up to customers, teams and management on outstanding issues. Leverage available resources to de-escalate and resolve complex associate issues. Act as a subject matter expert in the escalation process, guiding and supporting customer support agents to resolve challenging issues and prevent future escalations. Analyze and evaluate customer problems to identify root causes and develop potential solutions. Collaborate with relevant departments to resolve complex issues; act as a strategic partner. Contribute to development and maintenance of the technology needs of the Enterprise Contact Center. Proactively follow up with customers to ensure concerns are addressed and resolutions are satisfactory; document feedback to improve escalation processes. Identify and communicate unusual events within the ECC. Serve as the main point of contact for vendor relationships.
Minimum Requirements
Bachelors Degree, or 4 years of equivalent work experience in a direct customer service role. Minimum 3+ years of professional contact center experience. Minimum 2+ years in an escalated contact center position. Ability to handle confidential and sensitive information discreetly and professionally. Excellent oral and written communication skills. Excellent phone etiquette and listening skills. Strong attention to detail and keen problem-solving abilities. Ability to gather and understand complex information to resolve escalated issues. Ability to think quickly and make decisions outside standard procedures. Ability to navigate a matrix organization to resolve escalated issues. Experience working in a team to test, deploy and support future processes. Experience in developing and implementing customer service strategies. Strong teamwork and collaboration skills with the ability to clarify goals, gain consensus and foster a collaborative environment. Knowledge of relevant industry regulations and compliance requirements; a track record of delivering initiatives in a timely manner.
Desired Qualifications
Proficient in MS Office applications. 3+ years of retail operations and business process knowledge. Experience with Service Now and/or other ticketing-based applications. Critical incident management and process experience. Management and executive-level communication experience (e.g., with VP or Director).
Benefits
The company offers Health, Dental, and Vision benefits, flexible spending account, life and disability insurance, 401(k) plan, 2 weeks of PTO and 7 paid holidays annually, and an employee stock purchase plan. Employment details
Location: 500 Volvo Parkway, Chesapeake, Virginia 23320 Employment type: Full-time Industry: Retail Seniority level: Mid-Senior level
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Join to apply for the
Customer Escalation Specialist
role at
Dollar Tree Stores . Responsibilities Anticipate and swiftly respond to escalated customer issues. Provide guidance and feedback to frontline agents. Handle escalated calls from customers regarding various topics. Perform personal root cause analysis and investigation into escalated issues; recommend improvements to processes and procedures to avoid future escalations. Utilize reporting and analytics to identify deficiencies in processes and drive improvements. Establish and monitor escalation SLAs with departments; maintain progress updates. Receive, own and manage all escalated issues to resolution, including escalated agent tickets, calls, emails, letters, and issues escalated at the Executive and Management level; coordinate with Escalation and Enterprise Contact Center teams. Provide proactive follow-up to customers, teams and management on outstanding issues. Leverage available resources to de-escalate and resolve complex associate issues. Act as a subject matter expert in the escalation process, guiding and supporting customer support agents to resolve challenging issues and prevent future escalations. Analyze and evaluate customer problems to identify root causes and develop potential solutions. Collaborate with relevant departments to resolve complex issues; act as a strategic partner. Contribute to development and maintenance of the technology needs of the Enterprise Contact Center. Proactively follow up with customers to ensure concerns are addressed and resolutions are satisfactory; document feedback to improve escalation processes. Identify and communicate unusual events within the ECC. Serve as the main point of contact for vendor relationships.
Minimum Requirements
Bachelors Degree, or 4 years of equivalent work experience in a direct customer service role. Minimum 3+ years of professional contact center experience. Minimum 2+ years in an escalated contact center position. Ability to handle confidential and sensitive information discreetly and professionally. Excellent oral and written communication skills. Excellent phone etiquette and listening skills. Strong attention to detail and keen problem-solving abilities. Ability to gather and understand complex information to resolve escalated issues. Ability to think quickly and make decisions outside standard procedures. Ability to navigate a matrix organization to resolve escalated issues. Experience working in a team to test, deploy and support future processes. Experience in developing and implementing customer service strategies. Strong teamwork and collaboration skills with the ability to clarify goals, gain consensus and foster a collaborative environment. Knowledge of relevant industry regulations and compliance requirements; a track record of delivering initiatives in a timely manner.
Desired Qualifications
Proficient in MS Office applications. 3+ years of retail operations and business process knowledge. Experience with Service Now and/or other ticketing-based applications. Critical incident management and process experience. Management and executive-level communication experience (e.g., with VP or Director).
Benefits
The company offers Health, Dental, and Vision benefits, flexible spending account, life and disability insurance, 401(k) plan, 2 weeks of PTO and 7 paid holidays annually, and an employee stock purchase plan. Employment details
Location: 500 Volvo Parkway, Chesapeake, Virginia 23320 Employment type: Full-time Industry: Retail Seniority level: Mid-Senior level
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