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Office of the Ceo Escalation Specialist
Posted on 2/14/2022
INACTIVE
Locations
Richmond, VA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Leadership
Social Media
Requirements
  • 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
Responsibilities
  • 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
SimpliSafe

501-1,000 employees

Home security company
Company mission
Simplisafe wants to make home security accessible to everyone
Benefits
  • 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.
Company Values
  • Customer obsessed
  • Aim High
  • No Ego
  • One Team
  • Life As We Climb
  • Lean & Nimble