Customer Care Specialist (Escalations)

$40,000 - $55,000/Yr

Mixam - Chicago, IL

Full-time - Entry Level

Hybrid - Chicago, IL

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.
• Ability to work independently and with integrity.
• Effective communication skills via chat, phone, and email with a sense of urgency.
• Ability to manage multiple stakeholders and communication channels.
• Maintain a calm and professional demeanor.
• Ability to de-escalate conflicts verbally and in writing.

Nice-to-haves

• Experience with image editing or graphic design.
• Experience working with Global Teams.

Benefits

• 401(k) 3% Match
• Dental insurance
• Health insurance
• Vision insurance