Senior Customer Care Pre-Sale Specialist

Job Description

The Sr. Customer Care Specialist is a SME for the Core team. As a SME, you will be responsible for being the first escalation point when an agent has a complex situation that requires a more advanced level of troubleshooting. You are expected to resolve ALL issues quickly, effectively and with the utmost of importance and respect. You serve as a role model to the Specialists with regards to work ethic, attendance, and knowledge.

As a Sr. Customer Care Specialist, you will step in and make decisions when your supervisor is not available or on vacation.

• Apply and share on-the-job experience regarding business processes for all brands; take escalations
• Assist your supervisor or manager in projects as they come up
• Serve as a peer role model in reference to attendance, knowledge, and problem solving
• Answer all inbound calls, emails, and chats for all brands when not dealing with escalations
• Assist QA, as required in UAT and report any issues found and the impact
• Ability to determine if issues are a network outage or a one-off situation and react appropriately
• Grant courtesy waivers based on a review of a customer’s account
• Teach core agents how to resolve escalated issues
• Be a leader during an outage. Direct and assist staff to be efficient and helpful. Open Service Now tickets and track in log file
• Assist team members with complex issues that may require escalation outside the department
• Attend demos and wire frame meetings, as required, to provide feedback on potential issues
• Ability to fix complex account issues to ensure the customer can log into their account and bid
• Perform other duties as assigned

• 3+ years working in Customer Service
• Flexible schedule
• Ability to work evenings, weekends and stat holidays as required
• Must be fluent in English, both written and verbal
• Spanish and French an asset
• Professional office work environment

This is an on-site position that can be based in Clinton, ME or Monrovia, CA.