Call Center Escalation Analyst

This position is dedicated to ensuring that the standards of service by Good Sam and its partners are consistently delivered providing a positive and seamless customer journey. This is a preventative team that takes proactive measures to mitigate potential at-risk roadside events. You will be responsible for monitoring cases to ensure the intent of the program and company expectations are being met to ensure the customer experience aligns with the overarching goals of our roadside assistance program. In this role, you will collaborate closely with various internal teams and external partners to facilitate prompt and effective resolutions for our members during their roadside event. You will have the authority to make decisions beyond program limitations when necessary, prioritizing the customer experience. The ability to quickly adapt to complex situations and clearly communicate your decision-making process will be essential for success in this role.

Key Responsibilities:

• 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.

Qualifications:

• 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.

Work Environment:

Call center environment with supervisory responsibilities over a team of Intake Agents and Leads.

May require working during peak hours, including evenings, weekends, or holidays.

Reports to: Director of Operations.

Pay Range:

$20.70-$24.60 Hourly

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.

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