Escalation Specialist

Company Overview

Urban Company is a technology-driven platform connecting customers with home service providers for a variety of services including beauty treatments, haircuts, massages, cleaning, plumbing, carpentry, appliance repair, and painting. The company focuses on delivering reliable, high-quality, standardized services by equipping its vetted service partners with technology, training, product tools, financing, insurance, and branding support to help them succeed.

Role Responsibilities

• Serve as the main contact for escalated customer issues received via social media platforms.
• Take full responsibility for handling escalated cases, conducting thorough investigations, ensuring resolution, and closing cases.
• Collaborate with various internal departments to address complex customer problems promptly and within set service level agreements (SLAs).
• Proactively engage with dissatisfied customers to convert negative experiences into positive ones.
• Recognize repetitive issues and communicate findings to relevant teams to enhance processes, products, and customer experience.
• Maintain precise and comprehensive records of all customer interactions and solutions within the customer relationship management (CRM) system.
• Keep abreast of trends, guidelines, and best practices related to social media platforms to elevate the quality of responses.

Eligibility

Applicants must hold at least a graduate degree.