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Customer Care Specialist (Escalations)
Mixam - Chicago, IL
posted 2 months ago
About the position
The Customer Care Specialist (Escalations) at Mixam is responsible for providing exceptional support to customers by addressing escalated complaints and issues that require special attention. This role involves collaborating with various teams to ensure a coordinated response to customer needs, conducting thorough investigations into escalated cases, and developing action plans to resolve issues while maintaining a positive customer experience. The position is crucial in enhancing customer satisfaction and contributing to the overall success of the business.
Responsibilities
- Collaborate with cross-functional teams to facilitate problem-solving and ensure a coordinated response to customer escalations.
- Identify customer needs and take proactive steps to maintain positive experiences.
- Act as the primary point of contact for escalated customer complaints or issues requiring special attention.
- Track customer experiences across online and offline channels, devices, and touchpoints.
- Conduct thorough investigations into escalated cases to understand the root cause of the problem.
- Develop and implement action plans to address escalated issues, considering customer interests and company policies.
- Keep detailed records of escalated cases, including customer interactions and resolution outcomes.
Requirements
- At least one (1) year experience in a similar role.
- Strong writing and communication skills via chat, phone, and email.
- Ability to manage multiple stakeholders and communication channels.
- Ability to de-escalate conflicts verbally and in writing.
- Ability to work independently and with integrity.
Nice-to-haves
- Experience with image editing or graphic design.
- Experience working with Global Teams.
Benefits
- 401(k) with 100% match up to 3% and 50% match at 4-5%
- Health insurance coverage
- Dental insurance coverage
- Vision insurance coverage
- 15 vacation days
- 5 sick days
- Snacks and beverages for the office
