The Complaint & Escalation Supervisor will provide assistance to other departments and directly to customers for assistance with issues outside of scope of usual business processes. This may include post-fulfilment calls (via transfers from frontline and tech support on escalated issues), voice messages, letters, outbound calls and e-mails from customers providing information, answers, assistance and resolution to complaints and general inquiries. The Complaint & Escalation Supervisor will also be responsible for working with appropriate parties in other departments (i.e. TLC, Sales Channels, etc.) to resolve issues as they arise. According to department needs, duties may include handling customer escalations, drafting internal or external communication pieces, researching the authenticity of service requests, checking the validity of police reports and other issues requiring research. Candidates must possess the ability to make sound business decisions that stay within the guidelines set by the company yet maximize customer satisfaction. Performance in this role is measured by individual and team objectives.
QUALIFICATIONS, EXPERIENCES, SKILLSETS AND PERSONAL COMPETENCIES
Asurion is the global leader in technology protection services. From lost, stolen and damaged wireless handsets to malfunctioning computers, gaming systems and more, Asurion, together with sister-company NEW, provides more than 200 million consumers worldwide with best-in-class service, repair, replacement and delivery. The company also provides products which can protect a consumer’s wireless content and software. Asurion is the exclusive provider to many of the world's premier telecommunications and retail companies. The company is privately-held with more than 25,000 employees and operates in nine countries across three continents. For more information, please visit www.asurion.com.
Why Join Asurion?
At Asurion, we don't just redefine--We reinvent.We began by establishing a culture that rewards results and isn't confined by hierarchy. As a result, we have achieved phenomenal growth.
Today, this entrepreneural spirit is as strong as ever. It is in our DNA. We foster a culture where our team members are encouraged to daily make a difference -- for our clients,customers, and themselves. Our dynamic and rewarding environment ensures that every team members has the opportunity to reach their full potential.