Remote Customer Escalation Specialist — Impact & Solutions

SquareTrade; Pasadena (CA); Remote; USD 25,141 - 34,440; Full time

Benefits offered by this job

Monthly internet connectivity stipend

Reimbursement for home office setup

Various corporate perks and discounts

Job summary

SquareTrade is seeking a Customer Experience Supervisor to lead the team in Pasadena, California. This position is responsible for managing escalations and ensuring a positive customer experience through effective problem resolution.

The ideal candidate has excellent communication and problem-solving skills, and is bilingual in Spanish. This is a fully remote role that includes a monthly internet stipend and reimbursement for in-home office setup.

Qualifications

• Strong transcription, critical thinking & web navigation skills while providing quality phone support.
• Excellent problem solving and communication skills.
• Bilingual in Spanish preferred, both fluent in writing and speaking.

Responsibilities

• Oversee a prescribed workload and provide guidance and support for escalations.
• Drive strategic changes and improve customer experience through projects.
• Resolve level-two escalations to preserve the company's reputation.

Skills

Conflict Management

Customer Focus

Decision Quality

Organizing

Priority Setting

Problem Solving

Time Management

Written Communication

Job description

SquareTrade is seeking a Customer Experience Supervisor to lead the team in Pasadena, California. This position is responsible for managing escalations and ensuring a positive customer experience through effective problem resolution.

The ideal candidate has excellent communication and problem-solving skills, and is bilingual in Spanish. This is a fully remote role that includes a monthly internet stipend and reimbursement for in-home office setup.