Customer Escalation 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 (Walmart, Target, Amazon, Costco, and T-Mobile 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

In this 90 day Career Experience, The Customer Experience Supervisor is responsible for supporting the contact center and Claims Specialists in need of assistance.  He/She will need to provide leadership as part of a dynamic team in a very fast paced environment handling escalation calls, supporting claims specialist questions and administering action links in Salesforce CRM.  A high degree of interaction, mentorship and leadership is required with fellow team members and customers. 

The Customer Experience Supervisor also reports knowledge gaps, behaviors to the management team, acting as their eyes and ears in the department. 

Key goals will be to balance the needs of the business (KPIs, T&Cs, etc.), the customer's experience and the SquareTrade brand reputation when determining how best to address a support request from a specialist or customer.  On a day-to-day basis, they will be the first point of contact for the Customer Experience team. This may include addressing concerns, reporting technical issues to the appropriate teams, handling escalated customers, and even occasionally handling overflow calls on days with a high call volume. Responsible for handling any immediate issues with the team members that arise as a result of one of their phone calls.

What You'll Be Doing...

• 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, and analyzing escalations.

• 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.

• Participating in projects (opt-in and assigned by management) to drive strategic changes and improve the customer experience.

• Preserving the company’s reputation by handling and resolving level-two escalations from the team.

• NOTE: Customer Experience Supervisors will not be responsible for coaching or disciplinary action; all disciplinary action will be handled by the Team Managers.
   

You're Our Ideal Candidate If You Have Prior Experience in...

• Conflict Management

• Customer Focus

• Decision Quality

• Organizing

• Priority Setting

• Problem Solving

• Time Management

• Written Communication

Qualifications

• Strong transcription, critical thinking & web navigation skills while providing quality phone support

• Excellent problem solving and communication skills 

• Bilingual in Spanish preferred, both fluent in writing and speaking 

• This is a fully remote role

Home Office Requirements:

• High Speed Internet access

• Quiet and private workspace

Additional Information

At SquareTrade you will have access to:

• Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforce
• Inclusive fertility care plan
• 5% company match into 401(k)
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• $75 monthly allowance to support self-care and well-being
• Career experience programs, tuition reimbursement and unlimited access to online courses to support your professional growth
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Flexible paid time off plus a generous holiday schedule
• Paid volunteer time to give back to the community
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Reimbursement for in-home office setup
• Various corporate perks and discounts

(California Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in California, to be within the following range: $18.25-$25.00.

SquareTrade is pro