Making RVing Fun & Easy Since 1966.

Roadside Escalation Analyst

AnalystAnalystFull TimeRemoteTeam 10,001+Since 1966H1B SponsorCompany Site LinkedIn

Location

Colorado

Posted

118 days ago

Salary

$20 - $25 / hour

High School3 yrs expEnglish

Job Description

• Ensuring that all roadside assistance requests are handled promptly and accurately while monitoring real-time via various platforms reviewing cases triggers to mitigate any at risk situations. • Monitor executive email distribution list for VIP escalations to quickly direct, communicate and determine resolution to deescalate situation as needed. • Provide guidance, coaching, and process improvement recommendations to address inefficiencies or gaps in procedures, always keeping the customer journey and experience at the forefront. • Lead development sessions for new hires, agents, leads, and other supervisors, aimed at enhancing performance and elevating customer service standards. • Collaborate with service providers to ensure the most effective course of action is taken promptly and accurately to deliver a definitive resolution. • Work alongside Dispatch and other departments to maintain seamless communication and ensure that all services are coordinated efficiently. • Must be able to assimilate and coordinate various pieces of information to accurately assess the situation, identify the underlying problem or story, and guide others towards a potential solution. • Handle complex or high-priority cases, offering senior-level support and ensuring resolutions that align with both customer and business objectives. • Maintain composure during high stress situations and provide a voice of reason to our agents and members.

Job Requirements

High school diploma or equivalent required; bachelor’s degree in business or related field preferred.
3 + years of experience in customer service or call center environments, with at least 1-2 years in a supervisory or leadership role.
Working knowledge of roadside assistance operations and service-level agreements.
Exceptional problem-solving and decision-making abilities, with the capability to handle complex and high-pressure situations.
Advanced communication and conflict resolution skills, with the ability to handle escalated issues professionally.
Excellent organizational and multitasking skills, with attention to detail and time management.
Familiarity with roadside assistance operations, call center software, CRM systems and office 365 applications.
Experience in roles that required high emotional intelligence, being able to demonstrate strong self-awareness, empathy, and interpersonal skills to effectively manage emotions, resolve conflicts, and foster positive relationships.
Excellent communication and conflict resolution abilities.