Customer Escalation Coordinator

This position is responsible for monitoring customer escalations in support of our customers' service delivery needs. This role also acts as a liaison and coordinates internal efforts to obtain resolution for escalated issues, as well as proactively identifies issues that could impact the business relationship or affect productivity. Lastly, this role develops dashboards and performs trend analysis.
Responsibilities

• Manage customer escalations and coordinates resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are communicated and/or implemented, and Influence others towards action and change
• Reduce escalation volume
• Lead improvements by developing and monitoring dashboards to proactively monitor trends and customer escalations; uses data to recommend technical and/or business process changes to meet expectations and optimize productivity
• Provide appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis and issue status activities
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Travel Expected: up to 30% of the time

Role Specific Skills

• Ability to assess strengths, weaknesses, opportunities, and threats within an account
• Experience on the PetSmart account-or a similar high-demand account is preferred

Minimum Qualifications

• Bachelor's Degree or 2-4 years' experience in a customer service role with a history of increasing responsibility required

Other Relevant Qualifications

• Experience in facilities or property management industry is preferred

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.