Contact Center Complaint Escalation Specialist (f/m/d)

This position is anticipated to be scheduled a shift from Sun - Thurs 12pm-8pm.

Job Purpose:

In this role you will function as a specialist in de-escalation, customer facing processes and policies, and back-end billing operations. Work both independently, and interdepartmentally as needed to achieve optimal customer satisfaction. Process complex and high-profile customer issues, increases customer satisfaction, and decreases multiple contact cases. Handle executive escalations, which include, but are not limited to, complaints to executive board members, the Better Business Bureau, the Attorney General and other consumer protection organizations, as well as media, social media and legal threats, often acting as a liaison between our company and outside organizations. Identify complaint trends, defects, and process/policy issues, and provide recommended solutions in order to improve our products, services, and the overall customer experience.

Responsibilities:

• Manage executive level escalations, as well as organic escalations within customer care, with a high level of customer satisfaction through email, phone, internal chat, and social media platforms
• Adeptly apply professional communication skills, showing empathy when appropriate, and clearly communicating technical processes both verbally and in writing.
• De-escalate difficult customer situations via phone or email
• Work jointly with other departments, management, and remote colleagues to develop and provide creative, effective solutions when resolving escalated customer issues
• Employ active listening and thorough case research to make informed decisions
• Learn and utilize necessary case management and web tools to complete tasks
• Research and resolve advanced and back-end billing issues.
• Utilize knowledge of IONOS products and services, reasoning and compromise, for positive issue and/or conflict resolution.
• Analyze customer issues, as well as IONOS' products, policies and procedures to identify root causes for issues
• Make analysis-based suggestions for product, policy, and procedure improvements as well as defect elimination
• Address and resolve back-end issues including, but not limited to, chargeback disputes, collections discrepancies, bankruptcy filings, credit card de-authorization requests, wire payments, and creating billing process tickets.
• Maintain a positive image of IONOS' as a company and its' Customer Care organization by managing potentially difficult and evolving situations clearly, courteously and professionally.
• Balance multiple issues in a fast paced environment and manage changing priorities.

Required Qualifications:

• High school diploma or equivalent.
• At least three years of customer service experience.
• Demonstrated strong spoken and written communication skills.
• Proficient in word processing, spreadsheet and presentation software. IONOS currently uses G-Suite (Docs, Sheets, Slides)
• Experience working in a high volume setting while maintaining attention to detail.
• Prior experience providing customer service via telephone and email.
• Adept in customer service skills such as active listening, conflict management, de-escalation, professional speaking and writing
• General understanding of web hosting, using online interfaces, email, service loss or server downtime, social media platforms, etc
• Ability to learn and maintain intimate knowledge of IONOS' products and services.
• Experience in various Social Media platforms

Preferred Qualifications:

• Prior experience in "second level" or "escalated" customer conflict resolution.
• Expertise in customer service processes and escalations.
• Experience in web hosting technologies, domains, networking, or server use/support
• Prior experience utilizing creative writing in a professional setting.
• SAP experience

Physical Requirements and Working Conditions:

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis.
• The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
• The ability to regularly sit or stand for extended periods of time

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. This job description is subject to change, but remains in effect until superseded in writing by the Company.

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.