GCS Executive Customer Care Specialist 2

What You'll Do:

• Executive Care: 
• Handle escalated inquiries and complex customer issues from high-ranking executives with precision and professionalism. 
• Act as the primary mentor and support for Executive Customer Care agents, guiding them through complex cases and decision-making processes. 
• Foster a collaborative team environment, encouraging open communication, mutual support, and continuous learning. 
• Strategically delegate tasks and manage team workflows to optimize productivity and ensure high-quality resolutions. 
• Provide expert guidance on navigating difficult conversations, utilizing empathy and strategic communication to de-escalate potential conflicts. 
• Analyze trends and feedback to proactively identify and implement process improvements, reducing future escalations and enhancing customer satisfaction.
   
• Social Media: 
• Lead social media initiatives, ensuring the team effectively addresses customer interactions with the brand’s voice and adheres to communication standards. 
• Oversee the monitoring and moderation of online communities, ensuring discussions are respectful and aligned with the brand. 
• Provide insights and guidance on leveraging social media trends to enhance engagement and customer satisfaction. 
• Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.    
• Create and update community articles that serve as a comprehensive resource for customers, providing them with a one-stop solution that reduces the need for direct inquiries. 
• Additional Duties as assigned 

Who You Are:

• Data-Driven Decision Making: Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives. 
• Attention to Detail and Quality: Ensures accuracy and quality in all aspects of escalated issue resolution, maintaining high standards of excellence and customer satisfaction. 
• Empathetic Leadership: Demonstrates understanding and empathy to both customers and while providing support and guidance to team members in challenging situations, inspiring confidence, and trust.   
• Advanced Problem-Solving and Decision Making: Utilizes a deep understanding of customer service complexities to resolve issues and make informed, strategic decisions. 
• Strategic Communication: Masterfully communicates complex ideas and policies to both customers and team members, ensuring clarity and alignment with strategic goals. 
• Expert Knowledge and Technical Proficiency: Maintains a thorough understanding of social media platforms, CRM systems, and industry best practices, guiding the team in effective use. 
• Adaptability and Resilience: Shows flexibility in handling changes and challenges in a dynamic environment, maintaining high performance and team morale. 

What You've Done:

• Bachelor’s degree or equivalent practical experience preferred. 
• 3+ years of experience in customer service. 
• 1 year of experience in a role focused on peer support or mentorship, with responsibilities including actively guiding, supporting, and training colleagues to enhance their professional skills and performance preferred. 
• Previous experience in handling executive-level customer escalations and managing social media platforms preferred. 
• Familiarity with CRM systems and social media platform navigation and utilization preferred. 

What We Offer:

• Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.