Escalation Representative

Position Overview
The Call Center is currently seeking a qualified internal candidate to fill the position of Escalation Representative. In this position you will be accountable for handling escalation calls, resolving customer accounts, and working on special projects. As business needs change, the responsibilities and expectations of the Escalation Representative may be modified. This position is open to internal Group O candidates only. Escalation Representative responsibilities include but are NOT limited to: •Escalation Resolution - Handle escalations for customers via e-mails, 800# and internal transfers. Maintain a tracker for all escalated calls. •Administration Research and Reporting - Follow up on inquiries from specific call dispositions as designated by management. •Assist in management of day to day operations of specialized team. •Utilize escalations as a method to train and develop staff. Requirements: •Reliable and ability to take initiative and provide follow up on requests. •Ability to work well with diverse personalities. •Minimum of 90 days client specific program knowledge, six months to 1 year call center experience desired •Working knowledge of Microsoft Office (Word, Excel, Outlook). •Ability to work 10:15 AM to 7:00 PM, Monday through Friday. Flexibility to work extra hours if needed. •Must have a current attendance average of 95% or higher, and a QA average of 95% or above. Education: High School diploma or GED required. *********************INTERNAL CANDIDATES ONLY************************

This position will be subject to pre-employment background check and drug screen. The conviction of a crime will not automatically result in a denial of employment.
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