Escalation Specialist

To be considered for this remote opportunity, you must reside and be authorized to work within the United States. You must also have flexibility to work weekends. 

Job Title: Escalation Specialist
Reports To: Service Recovery Supervisor
Manages: Resolving Customer Escalations
Employment Status: Non-Exempt

Who we are:
Resident is an industry leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (over 1 million happy sleepers and counting!), we have also launched the Dreamcloud, Awara, Level Sleep, and Siena brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night's sleep)!

Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post-purchase journey. We love to use data and metrics to drive our decisions while keeping in mind that customers don’t speak in numbers and that each one should be treated as a member of our family.

Oh, and by the way - we’ve been doing the “remote work thing” since the day we started. So you can expect a hard-working team of people that understands how to create meaningful connections and get great work done virtually - it’s in our nature!

Job Overview:

The Escalation Specialist is responsible for providing best-in-class customer care to Resident customers by promptly and effectively resolving escalated customer concerns in real time and enhancing customer satisfaction from first point of contact to final resolution. As part of the Customer Care team, the Escalation Specialist provides direct support to escalated and high effort customers via inbound and outbound calls and emails by proficiently assessing and resolving customer questions and concerns and demonstrating an elevated level of attention, care, and follow through.

Responsibilities:

• Inbound phone support for escalated and high effort customers with a focus on customer satisfaction and retention. Effectively manages customer objections and offers knowledgeable product support to demonstrate value and build loyalty. Includes inbound and outbound phone support and email correspondence
• Takes initiative and ownership over the customer experience by identifying opportunities for an improved experience and facilitating smooth and efficient resolutions that meet and exceed customer expectations
• Focuses on repairing each negative customer experience by actively listening, building trust, following through, and providing resolutions that improve sentiment and reduce customer effort
• Initiates and tracks resolution action items, documents and communicates with accuracy and detail, and tracks customer feedback, needs, and special considerations. Proactively sets appropriate expectations as both an advocate for the customer and representative of the company
• Uses Five9 and other tools such as GSuite and Slack to track and follow through on action items and document resolution plans and progress
• Attends weekly meetings, trainings, coaching sessions, and touch bases as scheduled and shares frontline insights with team leadership to help drive continuous improvement in our customer experience
• Serves as a subject matter expert and brand ambassador for all of our brands, with the ability to speak to and support all of our products, processes, and services

Requirements:

• Minimum of 2 years of relevant experience in a fast-paced, growth oriented environment
• Excellent written and spoken English
• Comfort with and experience directly handling a high volume of escalated customers via phone and email, diffusing negative customer experiences with strong resolution, empathy, and positive redirection skills
• Skilled communicator with the ability to recognize, understand, and appropriately respond to a wide range of customer sentiments with utmost professionalism and thoughtfulness
• Strong written communication skills and ability to recall and coherently summarize complex issues and situations
• Comfortable communicating with others within the organization in a prompt and professional manner and providing front-line perspectives on key issues
• Experience and proficiency with creative problem solving, critical thinking, and troubleshooting
• Highly organized with strong attention to detail and an ability to discern, document, and promptly follow through across multiple different areas of customer dissatisfaction or concern
• Accountable and consistent performer with a desire to grow, driven by excellence and committed to consistently exemplify Resident’s core values
• Ability to consistently meet expectations and performance goals
• Comfortable and familiar with working from home, highly focused and self motivated team player, bringing an upbeat, professional and respectful approach to every customer, leader, and coworker each day
• Experience and proficiency in web based tools and technology such as Google Suite, Slack, and Asana with the ability to type 50+ WPM