Executive Escalation and Customer Care Specialist - Remote

Overview

The Executive Escalation and Customer Care Team at Granicus is dedicated to resolving customer care issues and handling escalations from customer cases or customer-facing teams. This role involves identifying system issues, driving positive changes, and enhancing support for Government Experience Cloud Services customers.

In Short

• Assist customers with care issues.
• Drive resolution for escalated cases.
• Identify root causes of customer experience failures.
• Present findings and recommendations for process improvements.
• Report on projects and initiatives.
• Respond to inquiries from executives regarding escalations.
• Advise Technical Support on escalated cases.
• Communicate professionally with departments to resolve complaints.
• Analyze systems contributing to poor customer experiences.
• Provide coaching feedback to Technical Support.

Requirements

• Strong customer handling and conflict resolution skills.
• Excellent decision-making abilities.
• Goal-driven with a big-picture perspective.
• Customer-centric with excellent English communication skills.
• 2-3 years of experience in Customer Care or Technical Support.
• Self-motivated and flexible in responsibilities.

Benefits

• Opportunity to impact customer experience positively.
• Work in a mission-driven company.
• Collaborate with diverse teams across the organization.
• Engage in meaningful work that supports communities.
• Continuous learning and development opportunities.