Customer Support & Escalations Specialist

Doist; Niles (IL); On-site; USD 32,000 - 46,000; Full time

Job summary

UNIFIN Inc, a BPO company with multiple operations, seeks a Customer Service Representative to handle inbound inquiries and resolve issues with world-class service. You will manage escalations, maintain queues, and act as the voice of the customer to improve processes.

Minimum 2 years in customer service is required, along with proficient MS Office skills and a commitment to on-site work at UNIFIN. A high school diploma is mandatory, with opportunities for growth within the team.

Qualifications

• High school diploma or equivalent is required.
• Minimum 2 years of customer service and/or contact center experience is required.
• Experience de-escalating situations with dissatisfied customers while showing patience and empathy.
• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.
• Report on-site at UNIFIN.

Responsibilities

• Manage all customer escalations and complaints to a high professional standard and in accordance with account terms and policies.
• Receive inbound customer contacts and complete outbound contacts to maintain queues and service levels.
• Demonstrate negotiation, problem-solving, and conflict-resolution skills while escalating when necessary.
• Serve as the voice of the customer and propose solutions addressing root causes of escalations.
• Share information with team members to recognize and reduce recurring issues.
• Capture relevant customer contact information accurately in data capture systems.
• Follow escalation and complaint procedures to inform relevant parties of actions taken.
• Use tools to provide customers with information and identify knowledge gaps or outdated policies.

Skills

Customer service

De-escalation

Empathy

Education

High school diploma

Tools

Microsoft Outlook

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

UNIFIN Inc, a BPO company with multiple operations, seeks a Customer Service Representative to handle inbound inquiries and resolve issues with world-class service. You will manage escalations, maintain queues, and act as the voice of the customer to improve processes.

Minimum 2 years in customer service is required, along with proficient MS Office skills and a commitment to on-site work at UNIFIN. A high school diploma is mandatory, with opportunities for growth within the team.