The Customer Response Team Analyst position plays a critical role for our clients customer pogram within Customer Experience. The CRT analyst is responsible for responding to highly escalated consumer complaints. This includes handling inbound or outbound potentially escalated contacts from our clients customers.The analyst is responsible for researching and responding to customer inquiries and escalations from internal and external sources and identifying opportunities for improvement in our cients customer experience.
Responsibilities:
Resolve escalated issues related to pending authorizations, pending deposits, fraud and charge backs (disputes), distributor agents, or any complex issue that cannot be resolved at the CSII or CSIII agent level
Consistently make sound judgment calls to resolve escalated customer issues
Issue monetary adjustments for refunds and/or charges
Identify opportunities for process improvements in customer service that lead to higher standard of service for our cleints customers.
Skills/Education/Experience:
Two or more years of customer service experience, preferably in an escalations capacity
Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to Customers and external agencies
Ability to collect and analyze data to assist in identifying trends/process gaps
Relates well to all kinds of people
Calm demeanor when handling escalated situations
Able to multi-task while working in a fast-paced environment
Ability to work a flexible work schedule a plus
Self-starter with sharp eye for detail required
Ability to work well in a collaborative work environment
Bilingual/Spanish preferred but not required.
Numbers & Facts
Location
Austin, TX
Skills
Analysis Skillsunmatched
CRT (Cathode Ray Tube) Displaysunmatched
Chargebacksunmatched
Communication Skillsunmatched
Customer Escalationsunmatched
Customer Experienceunmatched
Customer Responseunmatched
Customer Support/Serviceunmatched
Data Analysisunmatched
Data Collectionunmatched
Detail Orientedunmatched
Multilingualunmatched
Multitaskingunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Resolve Customer Issuesunmatched
Spanish Languageunmatched
Team Playerunmatched
Trend Analysisunmatched
Writing Skillsunmatched
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