Retention / Escalations - Client Success
This is an internal opportunity for current employees of Alleviate. There are 2 positions available within Client Success: Retention Associate and Escalation Associate
Retention - This position is responsible for managing customer concerns with the objective of maintaining positive customer relationships with the organization.
Escalations - The Client Escalations Associate is responsible for responding to and managing customer complaints and escalations relating to the company’s services while maintaining the relationships between the departments and servicing client needs. The Escalations Specialist/Lead will handle problem tickets and provide feedback to upper management regarding the customer issues.
HIRE DATE: September 2024
COMPENSATION:
- $21 per hour
WHAT YOU'LL DO:
Retention Associate:
Manage escalated client phone calls (inbound and outbound)
Communicate with customers via email and/or over the phone
Listen to client concerns
Resolve customer complaints by determining the cause of the problem and recommend the best solution, products and services according to each client’s needs
Expedite correction or adjustment and follow up to ensure resolution; communicate with management to find the best solution
Provide high quality, personable, friendly and professional customer service to respond to member needs and concerns
- Obtain, review and update overall details of each call to ensure accuracy and completeness of the file
Manage escalated client phone calls (inbound and outbound)
Handle all escalation “submissions ”tickets
Investigate and identify client concerns and determine the best course of action and resolve any outstanding issues in a time efficient manner
Intervene in conflicts between agents to help reach an agreement that satisfies both parties
Identify if new conflicts are developing
Act as a liaison between frontline agents and higher level management
Communicate with customers via email and/or over the phone
Provide managers with feedback about the situations and how they were handled
Provide high quality, personable, friendly and professional customer service to respond to member needs and concerns
Obtain, review and update overall details of each call to ensure accuracy and completeness of the file
WHAT MAKES YOU A GOOD FIT:
Highschool Diploma
1 years of experience within the financial services industry
Minimum of 12 months of customer experience preferred
Customer service phone experience preferred
Effective communication skills, both written and verbal
Job Type: Full-time
Schedule: 8-hour shift, Monday to Friday
Location: Irvine, CA - 5 days per week in-office (Local), or 5 days fully remote for Remote employees
Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This position must pass a post-offer pre-employment criminal background check.