Customer Escalation Specialist

The Escalation Specialist is responsible for handling customer and associate complaints, questions and concerns that can't be, or are not successfully resolved by frontline agents. Escalation Specialists work directly with customers and associates to identify concerns and determine the best course of action to resolve associate issues in a timely manner. Escalation Specialists interact with vendors, associates, frontline agents, technical resources, all internal departments within Dollar Tree and all levels of management to resolve and follow up on escalated issues.

Responsibilities

• Anticipate and swiftly respond to escalated associate issues.
• Provide guidance and feedback to frontline agents.
• Escalated calls from customers regarding various topics.
• Personal root cause analysis and investigation into escalated issues, recommend improvements to process and procedures to avoid future escalations.
• Utilize reporting and logic to determine deficiencies in processes for improvements Leverage.
• Escalation SLAs with departments to monitor success.
• Maintain consistent updates and communication with the Escalation and Enterprise Contact Center teams Receive, own and manage all escalated issues to resolution; including, but not limited to, escalated agent tickets, escalated phone calls, emails, letters and issues escalated at the Executive and Management level
• Provide proactive follow-up on outstanding issues to associate, team and management.
• Utilize all available resources available to de-escalate and resolve complex associate issues.
• Act as a specialist in the escalation process, providing guidance and support to the associate support agents to help resolve challenging associate issues and to prevent future escalations.
• Analyze and evaluate associate problems to identify their root cause and develop potential solutions to resolve them.
• Be a strategic partner by collaborating with relevant departments within the company to resolve complex Issues.
• Be a key contributor {Or development and maintenance of the technology needs of the Enterprise Contact Center.
• Conduct proactive follow up to associates to ensure their concerns are being addressed and that they are satisfied with the resolutions proposed; as well as to document the feedback to improve the escalation process.
• Identity and communicate unusual events in the ECC
• Main point of contact for vendor relationships

Minimum Requirements

• Bachelor's Degree, or 4 years equivalent work experience in direct customer service role
• Minimum 3+ years professional contact center experience
• Minimum 2+ years in an escalated contact center position
• Ability to deal with potential confidential and sensitive information in a discreet and professional manner.
• Excellent oral and written communication skills
• Excellent phone etiquette and listening skills.
• Strong attention to detail and keen problem-solving skills
• Ability to gather and understand complex and often confusing information. to resolve escalated issues
• Ability to think quickly and make informed decisions that are not standard procedure.
• Ability to navigate through a matrix organization to resolve escalated issues.
• Experience working within a team to test the design. deployment and support of future processes
• Experience in developing and implementing customer service strategies.
• Excellent team player and team builder with strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment.
• Knowledge of relevant industry regulations and compliance requirements Strong track record of delivery 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. VP, Director)