Senior Customer Experience Specialist

Bartech Staffing is a leading engineering, technical and professional staffing firm, and our clients include some of the nation's biggest companies. We are powered by Impellam Group, a connected group providing a global workforce and specialist recruitment solutions. Our client has engaged us to assist them in hiring a contract Senior Support Specialist, Escalations. If you are interested in an opportunity to get your foot in the door with a leading company, we want to talk with you!

Hourly pay range $38 - $40/hour
Shift schedule: 12pm-9pm EST, Sunday to Thursday

RESPONSIBILITIES
The Senior Support Specialist, Escalations supports one or more internal customer support services. This is a full-time contract position based in [location]. You will work on the front line, interacting directly with customers and internal stakeholders, so strong communication, problem-solving and customer service skills are essential. You will be adaptable and responsive in a fast-paced environment, sometimes under pressure, while remaining proactive, resourceful and efficient, and demonstrating a high level of professionalism and confidentiality.
This role may evolve with business needs. You may be asked to move between teams within the support organization or take on different responsibilities from those listed below, and additional duties may be assigned as needed.
Complex case management

• Handle the service's most severe and urgent cases from start to finish, resolving customer issues in line with workflows and management guidelines
• Interact with customers and community members across all current and future channels, including live chat, social platforms, messaging and phone
• Recognize case type and severity, work cases according to your service's scope, and escalate accurately to other teams when appropriate
• Work cross-functionally with Legal, Policy and other services as required
• Implement stakeholder recommendations, using good judgment to assess their appropriateness for each unique case
• Operate with full autonomy, deciding when to follow or step outside of workflows to achieve the best outcome for both the community and the business

Efficiency and quality

• Set the gold standard for performance within the service, with consistent, impeccable handling of customer-facing casework
• Drive cases to conclusion with a sense of urgency and without error

Service improvement

• Use functional operational knowledge to help the team succeed and to simplify complex processes and ways of working
• Support management on assigned initiatives, such as performance improvements and consultations, and act as a subject matter expert (SME)
• Support the onboarding of new team members
• Be a positive force on the team and help management land changes with minimal friction

Stakeholder engagement

• Write clearly and concisely, translating complex ideas for multiple audiences and knowing which stakeholder to consult on what
• Set clear expectations with stakeholders to build alignment
• Build and nurture strategic partnerships, including outside your own team

BASIC QUALIFICATIONS

• 5+ years of relevant experience in customer service, mediation, social media response, front desk or a similar role, in a contact center environment handling customer or client contacts by phone
• Experience collaborating with internal stakeholders and/or third-party providers to resolve conflicts in a detailed, effective and timely manner
• Ability to work weekends, public holidays and early morning or evening shifts; schedule may change to meet business needs
• Ability to work within prescribed schedules, including breaks, lunches and training time
• Excellent written and verbal communication and interpersonal skills, including conflict resolution
• Ability to organize a high volume of work, multitask and prioritize
• Excellent problem-solving and critical thinking skills, with comfort with ambiguity
• Ability to assess risk accurately, understand urgency, exercise good judgment and share the most pertinent information with stakeholders
• Calm and empathetic, with the ability to personalize responses, educate the community and team, and stay level-headed in tough situations
• Ability to adapt to new tasks, changing priorities and evolving roles, including moving to a new team
• Advanced computer literacy, including Apple/Mac OS and Google Suite
• Proficiency in English

PREFERRED QUALIFICATIONS

• Hospitality experience, particularly with technology platforms
• Prior experience using phone, messaging or live chat to support users or customers
• Experience engaging with executive-level stakeholders and explaining complex ideas simply and clearly
• Experience responding to crisis situations and providing proactive recommendations on the best course of action
• Strong advocate for high quality standards, innovation and hospitality, with a business mindset
• Proficiency in additional languages

BENEFITS
As a Senior Support Specialist, Escalations with Bartech Staffing, you will be working through an established and respected staffing organization with over 40 years of serving as a trusted partner to our client companies. We provide our talent with personal, responsive attention, and will assign an employee care representative to answer any questions or concerns that you might have. Depending upon the client, the assignment, and your performance, you can find potential opportunities for direct employment.
Make the most of your experience!
Apply now!

Note: This position is open to fill an existing position, and AI is used to assist within the recruitment process.

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.