Subject Matter Expert, Executive Escalations - WEC

Subject Matter Expert, Executive Escalations - WEC

  • Location SAN BRUNO, CA
  • Department -
  • Team -
  • Employment Type -
  • Position -
  • Requisition 804839BR

What you'll do

Researches and resolves issues for Operations and quickly responds to urgent Executive Escalations; supports the Executive Escalations team by responding to Attorney General and Better Business Bureau complaints, as needed.
- Collaborates with cross-functional partners (for example, Legal, PR, Executive Assistants, Operations, Merchants) to solve complex, short-and long-term problems to ensure the needs of the customer and business are met through process execution.
- Generates and reviews exceptions reports and trends; identifying root causes of issues, exceptions and trends; identifying and implementing solutions that drive sales, reduce expenses and have a positive impact on the customer experience; directing and supervising cross-functional resolution efforts; driving timely reporting of resolution to key stakeholders; escalating complex issues to manages.
- Demonstrates up-to-date expertise in Operations and applies this to resolving escalated issues when interfacing directly with customers and/or providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
- Defines and designs Executive Escalations processes by improving day-to-day execution of processes (for example, reviewing current Executive Escalations Training, Processes and Knowledgebase articles and phone calls and emails that generate low CSAT scores and identifying process and/or training gaps and coaching opportunities; driving improvements and changes).
- Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Minimum Qualifications

- Minimum of 3 years of customer service experience (not limited to contact center).
- Minimum of 2 years handling escalated contacts and researching and responding to formal complaints.

Additional Qualifications

- Advanced written and verbal communication, initiative, and solid judgment abilities/skills.
- Creativity, communication, and problem-solving skills.
- Excellent organizational skills and ability to work independently.
- Ability to build and maintain effective working relationships with all levels of management and staff.
- Strong analytical skills.
- Passion for customer service.

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All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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