Escalations Specialist - TalentBridge

Charlotte, NC 28217

About the Job

Currently we are hiring for (2) seasonal contractor at a pay Rate of $17.00.
This will be a 14 week contract with a start date of the week 10/14 – 1/15.

Here are the job functions:

Works daily to review and accurately resolve escalated Belk customer issues, either Belk.com or Store Experience to improve customer experience, influence Customer Satisfaction scores, reduce customer appeasements and drive increased sales

Works daily with the Belk.com Call Center agents and the leadership team and the Store Fulfillment team to better serve customers, resolve issues, reduce customer appeasements and drive sales

Document all customer inquiries and their resolutions in the case management technology application according to the Customer Care standard practice

Meet and strive to exceed Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, case load turn-around SLAs, and customer resolution.

Daily review, resolution and response of customer emails

Daily review and resolution of return or non-deliverable customer order exceptions to the fulfillment center or Returns vendor

Daily administration of all Belk appeasement Gift Cards

Responsible for any necessary follow-up activities with cross functional areas for customer issue resolution (e.g., Store Experience, Advertising, Merchandising, Fulfillment, Belk Rewards Card or Belk Gift Card)

Participation in weekly calibration/agent review calls at the Call Center, providing constructive feedback where needed

Detects and resolves potential order trends regarding order fulfillment service levels that may impact customer experience

Work directly with the Strategist and Manager of Customer Care to identify unusual customer events or frequent customer issues and identify process, procedure and training improvement opportunities

Partners with Digital Merchants regarding products and promotions, to review all marketing materials to be provided to the Call Center

Participate in special projects as needed

Perform other duties as assigned

Source : TalentBridge

Job summary