Advanced Customer Care & Escalations Specialist

Circle K; Tempe (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

Circle K is seeking a Customer Care Specialist in Tempe, AZ to resolve complex customer issues with minimal supervision, using digital analytics to improve satisfaction and SLA performance. The role handles escalated inquiries via phone, email, and chat, requiring advanced troubleshooting and product knowledge beyond Tier 1 support.

Responsibilities include daily QA of 40+ cases, strict SLA adherence, social media response targets, and collaboration with internal teams to ensure timely

Qualifications

• Bachelor's degree preferred in marketing or communications.
• 3+ years' experience in Customer Relations or Reputation Management.
• Experience managing call center operations with SLA adherence.
• Strong written and verbal communication across channels.
• Proficient in digital analytics to improve SLAs and customer satisfaction.

Responsibilities

• Perform daily audits/QA of at least 40 cases or calls.
• Ensure SLAs with 5-minute urgent response and 24-hour other inquiries.
• Maintain ~16-hour response time for social media interactions.
• Monitor phone queue and escalate appropriately.
• Log into and out of the phone system per shift.
• Follow Genesys etiquette and use status indicators correctly.
• Report Salesforce errors promptly for resolution.
• Collaborate with internal teams and manage escalations.
• Document escalated Level 2 cases and maintain records.
• Attend mandatory training and apply company policies.

Skills

Advanced Troubleshooting

Digital Analytics

SLA Adherence

Customer Care

Call Center Ops

Education

Bachelor's degree in marketing or communications

Tools

Salesforce

Genesys

Microsoft Office

Job description

Circle K is seeking a Customer Care Specialist in Tempe, AZ to resolve complex customer issues with minimal supervision, using digital analytics to improve satisfaction and SLA performance. The role handles escalated inquiries via phone, email, and chat, requiring advanced troubleshooting and product knowledge beyond Tier 1 support.

Responsibilities include daily QA of 40+ cases, strict SLA adherence, social media response targets, and collaboration with internal teams to ensure timely