Escalations Agent
Contract To Hire
Job Site : Remote
Job No. : 29897
City : Bellevue
State : WA
Pay Range : $28-32/ hr
Job Details:BENEFITS:Medical insurance, 401K, sick leave as applicable by state law, and EAP.
ROLE & RESPONSIBILITES:
We are seeking a Sr. Customer Service Representative for a nationwide mobile buying/selling platform. This would be a great opportunity for someone with experience in customer service who is looking to grow into a senior level role.
- Manages escalated tickets from internal and external teams using Zendesk.
- Perform investigations to identify and resolve complex account issues using Stripe.
- Use independent and autonomous decision-making to resolve high-value, brand-defining escalations that may require resolutions outside of established policies.
- Prepare timely, detailed reports on trends and drive change to improve customer experience.
- Provides feedback related to current processes offering solutions.
- Collaborate and develop cross-functional partnerships with internal and external teams.
ESSENTIAL QUALIFICATIONS:
- 3+ years in a customer-facing role managing relationships, conducting investigations, providing solutions, and guidance.
- Technology savvy, demonstrated ability to learn new software and systems quickly
- Experience in launching new products and features in the App or tech space
- Excellent interpersonal skills with the ability to communicate complex issues clearly
- Demonstrated ability to quickly analyze data, find patterns, and make accurate decisions with little guidance
- Ability to work one weekend day (remotely), holidays and extended shifts, as needed
WHY AVERRO?
Averro is a Veteran-Owned organization dedicated to delivering innovative talent solutions, business consulting and technology services that propel businesses and careers forward. We live by our ethos: Be Curious | Build Trust | Empower Each Other. These values show in our commitment to client satisfaction, timely support, unmatched consultant care. Our Aim – Your Ascent.
Averro is an equal opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.