Executive Escalations - Customer Solutions (Remote)

Req155286

Position Purpose

The associate in this position is responsible for responding to customers and external business partners that contact THD Executive Officers level departments and or officers directly. Provides excellent customer service by serving as the escalation point of contact, protecting the brand, facilitating resolution, and informing customers. Associate identifies, categorizes, and resolves root causes of high priority escalated customer service issues, including matters escalated to the Business Bureau and Attorney General’s Office. Takes ownership and facilitates end to end resolution in partnership with appropriate senior level internal and external business partners. Responds to internal and external offices within required deadlines. Manages administrative functions for all department lines of businesses, that can include internal and external communications. Associates must be able to handle complexity and manage ambiguity, show good decision quality, and communicate effectively in both verbal and written communications.

Key Responsibilities

• 60% - Customer Service - Customer interaction including outbound customer follow-up and issue resolution.
• 40% - Internal and External Service - Corresponding with Executive Officers and other internal and external business partners including providing updates on existing customer service issues.
  
  

Direct Manager/Direct Reports

• This Position typically reports to Management
• This Position has 0 Direct Reports
  
  

Travel Requirements

• No travel required
  
  

Physical Requirements

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
  
  

Working Conditions

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  
  

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
  
  

Preferred Qualifications

• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
• Must be able to multi-task and manage multiple systems and applications simultaneously.
• Must be able to respond urgently to sensitive issues with a high level of professionalism.
  
  

Minimum Education

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
  
  

Preferred Education

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
  
  

Minimum Years Of Work Experience

• 2
  
  

Preferred Years Of Work Experience

• 3
  
  

Minimum Leadership Experience

• No previous leadership experience
  
  

Preferred Leadership Experience

• No previous leadership experience
  
  

Certifications

• None
  
  

Competencies

• Action Oriented
• Being Resilient
• Courage
• Decision Quality
• Manages Ambiguity
• Nimble Learning
• Situational Adaptability
• Communicates Effectively
• Customer Focus
• Drives Results
• Manages Conflict
• Resourcefulness