About Yahoo!
Think about impacting 1 out of every 2 people online—in innovative and imaginative ways that are uniquely Yahoo!. We do just that each and every day, and you could too. After all, it's big thinkers like you who will create the next generation of Internet experiences for consumers and advertisers across the globe. Now’s the time to show the world what you've got. Put your ideas to work for over half a billion people.
Executive Escalation Specialist
Responsibilities consist of receiving, addressing, and expertly resolving our highest priority escalations quickly and effectively. A Yahoo! Executive Escalations Specialist must be someone who is passionate about assisting customers and committed to owning the delivery of an exceptional experience. This role has high visibility, being one of our most senior Customer Care representatives.
Yahoo! is looking for someone who enjoys a challenge and has had experience participating in a collaborative environment and developing creative solutions. A primary responsibility will be to partner with other Yahoo! Technical, Billing, Abuse and Engineering teams to identify root cause issues, independently develop alternate troubleshooting solutions, test resolution and provide feedback.
Primary Responsibilities
- Responsible for caring for to resolution executive (CEO / SVP) level escalations through phone support and e-mail via internal channels
- Diffuse highly aggravated, unsatisfied clients and customers complaints owning acting as the dedicated point of contact to assure a satisfactory outcome
- Communicate resolution to CEO / SVP level
- Identify consistent areas of frustration, working internally to provide data to areas of the organization that can influence and create change
- Track and respond to customer contacts while exceeding contracted Service Level Agreements
- Maintain and exceed operational metrics to include hourly productivity measurements and quality
- Create and implement forward-thinking, effective solutions to customer issues
Minimum Qualifications
- 5+ years of experience in a customer service environment
- 3+ years of experience with Executive/VP level escalations
- Consistent record of outstanding quality assurance scores
- Superior verbal and written communication skills
- Ability to apply empathy to senior level clients and customers that have experienced a less than acceptable customer experience
- Exceptional interpersonal skills and commitment to customer satisfaction
- Ability to work independently and make critical decisions with little supervision
- Advanced knowledge of Internet Explorer, Microsoft Office, and other web-based applications
