Senior Customer Care Pre-Sale Specialist

Job description

The Sr. Customer Care Specialist is a SME for the Core team. As a SME, you will be responsible for being the first escalation point when an agent has a complex situation that requires a more advanced level of troubleshooting. You are expected to resolve ALL issues quickly, effectively and with the utmost of importance and respect. You serve as a role model to the Specialists with regards to work ethic, attendance, and knowledge. As a Sr. Customer Care Specialist, you will step in and make decisions when your supervisor is not available or on vacation. This is an on-site position that can be based in Clinton, ME or Monrovia, CA. - Apply and share on the job experience regarding business processes for all brands. Take Escalations - Assist your supervisor or manager in projects as they come up - Serve as a peer role model in reference to attendance, knowledge, and problem solving - Answer all inbound calls, emails, and chats for all brands when not dealing with escalations - Assist QA, as required in UAT and report any issues found and the impact - Ability to determine if issues are a network outage or a one-off situation and react appropriately. - Grant courtesy waivers based on a re...