Community Operations Specialist IV

Menlo Park, California

Post Date: 11/13/2017 Job ID: 88243 Job Category: Customer Service

Title of Job: Community Operations Specialist 

Company/Job Description: JBCconnect is partnering with the world’ s largest social media platform and technology company.

Location: Menlo Park, CA

Salary:  Depending upon experience

Start Date: ASAP, 4 month contract

Responsibilities:
  • We are seeking a Customer Support Product Specialist for will be responsible for handling exceptions & escalated customer issues and case manage extraordinary scenarios from frontline customer service agents.
  • Develop creative solutions to complex customer issues and follow through to resolution.
  • Identify and escalate emerging customer trends, implement process improvements to enhance the customer experience.
  • Coordinate and work cross-functionally to prevent and/or resolve escalations.

Requirements:
  • A minimum 3 years of call center / customer support experience
  • Experience in developing subject matter expertise in consumer hardware products/services and resolving technical & operations issues reported by customers
  • Experience with building contact center flows (contact initiation/setup, troubleshooting, actions - RMAs etc, wrap-up)
  • Experience setting up call centers (phone, email, chat etc.), CRM system integration, IVRs. The focus will be on the processes and the support experience through these processes.
  • Experience with content management systems (CMS) and defining knowledge base for support (online help content, on-device help content, blurbs, help videos etc.)
  • Extremely customer focused.
  • Experience working in a fast-paced, ever-changing environment
  • Excellent written and verbal communication skills
  • Expert abilities in Excel
  • Experience managing complex project plans, developing and delivering on project milestones
  • Experience communicating with technical and non-technical stakeholders across multiple business units
  • Bachelor' s degree or relevant experience.
  • Pluses: Previous experience working in the customer support space at a consumer electronics company like Apple, Amazon, Google, Moto, Samsung etc.

 

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