Builder Escalation Specialist
Consumer & Customer Care
Full Time
Charlotte, Nc
2018-07-25

This position is responsible for locating, scheduling and ensuring service event takes place for our builder partners and consumers within a condensed timeframe. The primary goal is to provide the consumer and key builder partners with an effortless experience. The position requires a results-driven, fast-paced individual who can drive best in class customer service by exceeding consumer and customer expectations. Within this role, the individual will work on more complex and non-routine requests for service partnering with the Contract Sales Team, Warranty Teams, Field Service Team, Customer Engagement Center, Builders and Consumers.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • Ensure beginning to end resolution of all assigned service escalation files for our key national builder partners and consumers utilizing SAP, ServicePower, and Mainframe
  • Achieve departmental KPI (70 service escalation files, cycle time 24 hours)
  • Research the consumer history to gain understanding of service history and use as a foundation for making decisions on resolution
  • Locate preferred service providers for service requests and schedule service for earliest available date
  • Negotiate same day/sooner service with service providers to provide most timely resolution
  • Create dispatches for service providers to accept a dispatch from Electrolux
  • Coordinate with key national builder partners for replacements and returns as needed 
  • Maintain a strong relationship with our key national builder partners and service delivery network
  • Make outbound calls to the independent service network to secure service appointments for consumers 
  • Process parts orders for direct shipment when needed to expedite service resolution
  • Coordinate with key national builder partners to ensure builder/consumer expectations are met 
  • Provide daily reporting to supervisor on final resolution on service escalations worked
  • Communicate information on policies and procedures to key Builder Partners, service delivery network and consumers surrounding warranty coverage
  • Communicate servicer trends to leadership team to increase service coverage and decrease capacity gaps
  • Promote teamwork and positive interaction amongst customers, both internal and external
  • Contribute to a positive, energetic and high-performing team culture
  • Maintain a professional and positive demeanor at all times
  • Make recommendations for re-engineering existing processes to gain maximum efficiency
  • Maintain a dedication to providing exceptional customer service across multiple communication channels

Minimum Qualification

  • HS Degree required
  • Associates Degree preferred
  • Minimum 3 years of relevant work experience including background in customer service processing escalations 
  • Experience with all Microsoft Office tools (Excel, Word, and Outlook)
  • SAP, ServicePower and Mainframe experience preferred

KNOWLEDGE, SKILLS & ABILITIES

  • Strong problem solving, negotiation and critical thinking skills
  • Excellent interpersonal and communication skills (written and verbal)
  • Commitment to customer satisfaction 
  • Ability to adapt to and quickly learn new systems and processes
  • Maintains an open mind and has a strong comfort level with change
  • Accountable, dependable and punctual
  • Demonstrated ability to set priorities; meet deadlines and multi-task