Office of the Ceo Escalation Specialist
Posted on 2/14/2022
Richmond, VA, USA
- Must be eligible for certification in Alabama, Arkansas, Louisiana, Maryland, Montana, Tennessee, South Carolina, Virginia, which requires training and submission of your fingerprints to the state to conduct a nationwide criminal background check. Please note that most states consider both the nature and recency of any criminal history during the application process
- Excellent verbal and written communication skills - this role requires effective communication both verbally and written form as customer contact will be via telephone and email
- Exceptional knowledge of the SimpliSafe product suite & monitoring plans along with great problem solving skills - to help our customers understand why SimpliSafe is right for them, you need to have a great understanding of the product
- Detailed oriented - you are highly observant and able to pick up on minor changes others may have overlooked
- Extreme reliability and thoughtfulness in order to provide consistent outstanding assistance to customers that are in need of personalized support
- Provide best in class customer service to customers who have experienced a service breakdown with our Products & Services by thoroughly investigating their complaint in order to provide a final resolution
- Critical ownership of issues raised by the customer and proper follow-up for desired resolution
- Respond to all Agency complaints (BBB, FCC, AG) in a timely manner
- Respond to Social Media complaints (FB, LinkedIn, Twitter) in a timely manner
- Professionally manage difficult or emotional customer situations by probing and uncovering their pain points, building rapport, and negotiating to achieve a mutually beneficial one-call resolution
- Accurately collect data and provide feedback to leadership on the effectiveness of multiple different initiatives
- Take and apply feedback from leadership to continuously improve performance - both individually and of the overall initiative
- Volunteer readily; undertake self-development activities; seek increased responsibilities; look for and take advantage of opportunities; ask for and offer help when needed
- Contributes to building a positive, high performing atmosphere; self-motivated with a passion for people
- Performs additional duties as required by the business to implement new initiatives
Home security company
Simplisafe wants to make home security accessible to everyone
- Health Insurance - A comprehensive plan provides peace of mind for you and your family.
- Employee assistance program - Help through the difficult situations that come up at work and at home.
- Tuition reimbursement - We want you to keep learning, so we’ll cover part of your tuition.
- 401(k) - Saving for your future in the present.
- Unlimited vacation - Exempt employees take the time when you need it or want it. We mean it.
- Life and disability insurance - Coverage for when you need it most.
- Customer obsessed
- Aim High
- No Ego
- One Team
- Life As We Climb
- Lean & Nimble