Escalation Resolution Specialist - Computershare

Location: Louisville, Chicago, New Jersey, New York, Houston, Canton, St. Paul, or Columbia  (Hybrid)   

This is a hybrid position primarily based in Louisville, Chicago, New Jersey, New York, Houston, Canton, St. Paul, or Columbia. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working. 

We give you a world of potential

We have a unique opportunity for 2 individuals to contribute their talents and strengths as a Escalation Resolution Specialist.

If you are looking for a role with a company that is a global leader in stakeholder communications where you can truly help people, this is the position for you!  

A role you will love

Responsible for handling escalated inquires generated by phone, email, and/or written correspondence relating to account status and activity. 

Some of your key responsibilities will include:

• Supports Customer Service Representatives responding to the day-to-day customer service activities generated by stakeholders with relation to accounts in a wide range of companies and businesses.
• Focuses on the satisfaction of customer needs and resolves complaints, issues or conflict situations with appropriate regard for achieving a satisfactory outcome for all stakeholders.
• Observes techniques used by staff which may require refinement or amendment; identifies stakeholder trends or common issues and communicates to their Team Leader as appropriate and supports customer service improvements by actively participating in trials of new systems and pilots of new processes.
• May be required to handle inbound/outbound stakeholder calls during periods of heavy activity or in cases of staff absences.
• May assist Team Leader with various daily operational tasks or special projects.
• Position has no supervisory responsibilities.
• Other duties or tasks as assigned by management.

What will you bring to the role?  

As you’ve probably gathered by now, we are looking for somebody with a real passion for customer success and will have the ability to bring people together to work collaboratively, achieve objectives, and influence stakeholders to get the best outcome.

Other key skills required for the role include:

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Experience with CMS and InVision reporting.
• Experience with NICE monitoring.
• Experienced in de-escalating high pressure situations with callers and providing resolution in a timely manner.

Rewards designed for you   

Paid parental leave, flexible working and a caring and inclusive culture.

Health and wellbeing rewards that can be tailored to support you and your family, including medical, dental and vision.

Invest in your future with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.

Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook.