Customer Experience Specialist

Description

We are hiring remote positions for candidates in AL, AR, GA, ID, IA, KS, NC, OH, OK, PA, SC, TN, TX, WV, and WY! 

$12 an hour - Full-time 

ACC Premiere is seeking to hire individuals who have a passion for helping people. Re-imagine the meaning of work life, teamwork, and service when you become a part of our Work-From-Home team. We believe the key to our success is exceptional people, exceptional tools, exceptional training, and most importantly, exceptional expectations that we require to serve our clients well. We are redefining customer service. That's why we hand-pick the best to deliver a new level of service leading to amazing experiences. 

We will provide you with all the equipment you need to work remotely. We require that you have a strong and stable internet connection, a quiet, distraction-free space to work, and great customer service skills. Apply today to learn more! 

Job Summary:
The Escalation Specialist serves as the primary point of contact for resolving high-level escalations, ensuring exceptional service delivery and resolution of complex issues. This role requires advanced problem-solving skills, effective communication, and the ability to navigate sensitive situations with professionalism and empathy.

Key Responsibilities:

• Escalation Management: Handle escalated cases including those involving high-priority clients, regulatory concerns, or unique, complex issues.
• Problem Resolution: Analyze and diagnose root causes, providing effective and timely resolutions to meet or exceed client and organizational expectations.
• Client Communication: Maintain clear, empathetic, and professional communication with clients, ensuring they are informed and satisfied with the resolution process.
• Process Improvement: Identify recurring issues and propose enhancements to policies, procedures, and training to prevent future escalations.
• Documentation: Record detailed case notes and resolution steps to ensure transparency and knowledge-sharing across teams.

Qualifications:

• Skills:
  • Strong problem-solving and analytical abilities.
  • Exceptional communication skills, both verbal and written.
  • High emotional intelligence and the ability to handle difficult conversations with empathy and tact.
  • Proficiency in CRM software and case management systems.
  • Ability to work independently and prioritize tasks in a fast-paced environment

• Home Environment and Workspace: 
  • Dedicated home office workspace, preferably a separate room with its own door 
  • Ability to hardwire internet, plug directly into your router 
  • Agents are responsible for maintaining the workspace in a safe condition 
  • Personal disruptions are not allowed during scheduled hours and should not be audible in background noise. 
  • You are scheduled on the phone throughout the entirety of your shift. It's essential to understand this job does not allow flexibility to answer the door or be on-call care for others during work hours. 

Training: 

• Product training (Understanding of our client's range of products, ingredients, applications, adverse effects, etc.) 

• Systems training (How to use CRM and ACD Tools) 

• On-the-job training (Frequently Asked Questions, Job Shadowing, etc.) 

Benefits:

• Health, dental, vision, and life insurance 

• 401(k) 

• Paid time off 

• Employee assistance program 

Job Type: Full-time 

Pay: $12.00 per hour 

Schedule: 

• 8-hour shift 

• Day shift 

• Monday to Friday 

Work Location: 

• Remote 

Qualifications

Key Strengths and Competencies:

• Leadership: Ability to influence and guide team members while handling escalations.
• Critical Thinking: Apply logic and creativity to resolve unique challenges.
• Resilience: Stay composed under pressure and maintain focus on achieving successful outcomes.
• Exceptional Communicator: Skilled in conveying complex information clearly and empathetically to clients and team members.
• Customer Focus: Dedicated to delivering a superior client experience in every interaction.
• Experience: Certifications in conflict resolution, customer experience management, or related fields.
• High Emotional Intelligence: Maintains professionalism and composure in high-pressure situations, demonstrating empathy and tact during difficult interactions.