customer support escalation

The position will be responsible for the handling of priority queues within the Customer Care Email department, as well as assisting with our Social Media team. This position will be responsible for primarily handling Refunds, Priority Refunds, Dynamic Partners and other escalated situations. This position will respond to incoming customer service emails that have been identified as a priority, as well as outgoing emails. The successful candidate will be able to multi-task and problem solve in a real time manner. In addition, the successful candidate will be able to provide quick and satisfactory solutions designed to de-escalate potentially combative situations. This position will monitor and respond to various Social Media Sites.

Primary Responsibilities

• Answering inbound communications via email and phone from customers, suppliers and partners


• Social Media responsibilities include the customer service aspect of our Facebook and Twitter accounts


• Maintaining refunds, priority, DP queues and escalations


• Working with suppliers to negotiate reasonable outcomes for customers


• Provide feedback on potential issues and follow up processes


• Flag any potential legal issues, or unresponsive suppliers


• Maintain SLA standards; including follow up timeline


• Assist in updating/altering templates and outgoing communications as needed


• Strong collaboration with Global Sales, Phones and Training departments.