Call Center Escalation Specialist managing authorization approvals and member escalations for SafeRide Health. Ensure high service standards in a hybrid work environment at our San Antonio office.
About the role
- Contact Center Coordinator overseeing call center operations and ensuring agent adherence to procedures. Providing hands-on leadership and support for members and team performance.
Responsibilities
- Master managing queues and support employees with call handling.
- Acts as the “in charge” person in the absence of a manager including closing and opening the Contact Center.
- Independently handle supervisory level calls which include difficult/irate members and complex issues.
- Regularly review knowledge base to recommend improvements and changes to assist with improved employee performance.
- Partner with the Contact Center Data Analyst to evaluate the call volume peak times and the appropriate staffing requirements.
- Identify and make recommendations to improve operational efficiency that enhance the member experience.
- Review and analyze data to identify problem areas or member pain points.
- Demonstrate continuous effort to improve operations by working cooperatively and jointly with other departments to provide quality seamless member service.
- Provide direction to team members needing assistance with member issues via chat.
- Is proficient with the specialized contact center software such as Talkdesk, CATS, etc.
- Handle inbound calls during peak times for all skill sets.
- Handle the overflow hotline and escalated issues via email.
- Monitors overflow platform to ensure all escalated tickets have been assigned and closed.
- Provides advanced/expert level technical/trouble shooting support to members for Online Banking, Online Statements, Mobile Banking, Apple Pay, Scheduled & Recurring Transfers, Alerts setup, Mobile Deposit, Zelle, External transfers, Bill Pay along with browser and device specific requirements Oversee the and assist in the research and response to complex member requests.
- Adhere to MCU service standards in dealing with both external members and internal team members.
- Evaluate calls and escalate service variances to Management immediately.
- Respond to Member inquiry escalations providing accurate and complete information expeditiously.
Requirements
- High School Diploma required; some college preferred.
- Minimum of three years call center, customer service and/or telemarketing experience preferred.
- Strong written and verbal communication skills required.
- Sales experience preferred.
- Bilingual is a plus.
- Flexibility to alter work shifts, Saturdays and late night hours.
- Proficient in Microsoft Office.
- Highly ethical.
- Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
- Technologically proficient.
Benefits
- Competitive compensation
- Medical and dental benefits
- 401K with employer match
- Flexible paid time off
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