Senior Escalations Specialist

Company Description

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia. 

Job Description

We’re looking for a Senior Escalation Analyst to join our Corporate Resolutions team. 

While we would like someone who can resolve escalations from business partners, demonstrate ownership of issues from start to finish, identify and report on current trends, and communicate with stakeholders at various levels throughout the organization, these are not the only requirements for the role. The best fit is one who excels at transforming insights from data into business and operational improvements and innovations. 

In addition, the ideal candidate will value efficiency, focus (with laser-like intensity) on exceeding goals and objectives, proactively turn negative situations into positive ones, and feel comfortable regularly providing feedback to peers, team members, and business partners.

You will be a key part of the team responsible for building a world class customer experience. We don’t just want to sell protection plans (of course we want to do that!). Beyond that, we want to redefine the way consumers think about protection and customer service. We have an insatiable drive to be the leader in customer service and innovation in the protection plan and extended warranty space AND we are counting on you to help us achieve our goal!

WHAT’S GREAT ABOUT THIS ROLE?

• You will oversee a prescribed workload, providing guidance and support for escalations, assisting with decision-making to support our customers and the business, creating dashboards, analyzing escalations, and reporting back to the group in team huddles. 
• You will be involved in making REAL changes for the company and having a positive impact on the customer experience.
• You will receive leadership and project management training to prepare you for the next step in your career (the final destination is up to you!).
• You will have the autonomy to set the tone in your section while managing the workload to ensure we meet SLAs for our business partners.
• You will work on high-impact and high-profile projects that define the strategic direction of our customer experience program.
• You will work on a whip-smart and dedicated team who all want to build a world-class customer experience. The team you’ll be working with comes to work every day to redefine the way consumers think about and experience protection. 
• You will get exposure to various functions in the business including Supply Chain, Product Management, Business Development, and Analytics. 

WHAT WILL YOU BE DOING?

Leadership:

• Manage escalations for a group of assigned reseller/social accounts to ensure we meet our SLAs for a response and resolution. 
• Provide your mini-team with constructive feedback on the quality of their work and upload a recap of the discussion to our performance management system.
• Deep dive your group’s escalations and extract business insights for presentation in team huddles.
• Participate in projects (opt-in and assigned by management) to drive strategic changes and improve the customer experience. 
• Preserve the company’s reputation by handling and resolving level-two/three escalations from CRT and the Supervisor Hotline.
• NOTE: Senior Escalation Analysts will not be responsible for disciplinary action; all disciplinary action will be handled by management.

Escalations:

• Support SquareTrade employees in solving customer issues originating from channel partners, retail sales, social media, consumer review sites, and those prioritized by executive management.
• Ensure that all customer escalations and complaints are resolved to SquareTrade’s “Customer Obsessed” standards and within departmental guidelines, company policies, and terms and conditions.
• Demonstrate ownership of customer issues and work proactively with various SquareTrade departments, groups, and partners to resolve issues within SLA. 
• Partner with all relevant departments and groups within SquareTrade to ensure support for resolution of customer issues, consistency of approach and smooth cross-departmental cooperation.

Process & Tools:<