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About the Role
This role involves investigating and resolving complex, high-profile customer concerns, handling sensitive issues, collaborating across departments, and driving solutions that protect the customer experience and represent the company professionally.
Responsibilities
- Investigate and resolve complex, high-priority customer escalations from initial contact through final resolution.
- Research customer concerns, identify root causes, and develop effective solutions.
- Respond professionally to sensitive matters involving senior executives, government agencies, and customers requiring additional support.
- Navigate challenging customer interactions using empathy, sound judgment, negotiation, and conflict resolution skills.
- Partner with internal departments, leadership, Legal, Government Affairs, and other stakeholders to drive timely resolutions.
- Deliver clear, professional, and accurate written and verbal responses to customers, executives, and other stakeholders.
- Manage multiple priorities, meet service-level expectations, maintain accurate documentation, and ensure issues are followed through to completion.
- Identify recurring customer challenges and recommend improvements to processes, policies, and the overall customer experience.
Requirements
- Bachelor’s degree or equivalent relevant work experience.
- Minimum of 5 years of customer service experience.
- Strong written and verbal communication skills, with the ability to communicate professionally with customers, leadership, and cross-functional teams.
- Demonstrated ability to investigate complex issues, think critically, and develop effective solutions.
- Strong conflict resolution, negotiation, and de-escalation skills.
- Excellent organizational skills and attention to detail, with the ability to manage multiple cases and deadlines.
- Ability to work independently, exercise sound judgment, and take ownership with minimal supervision.
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
- Ability to thrive in a fast-paced, highly visible, customer-focused environment.
- Ability to use a telephone headset as required.
- Experience handling escalated customer complaints, executive escalations, or complex customer resolutions.
- Experience in a higher-tier customer support, escalation, or specialized resolution role.
- Previous team lead or supervisory experience.
- Experience collaborating across multiple departments to resolve customer issues.
Skills
- Communication
- Critical Thinking
- Problem-Solving
- Conflict Resolution
- Negotiation
- De-escalation
- Organizational Skills
- Attention to Detail
- Independent Work
- Judgment
- Ownership
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
Work Type
- Full-time
Experience Level
- Minimum of 5 years of customer service experience
Education Level
- Bachelor’s degree or equivalent relevant work experience
About the Company
- Handles some of its most complex and high-profile customer concerns.
- Represents the company with professionalism, confidence, and care.