Customer Service Escalation Specialist

Job Description:

Job Description

Customer Service Escalation Specialist (2500008J)

Primary Location

: UNITED STATES-Remote

Organization

: Equitable

Schedule

: Full-time

Description

At Equitable, our power is in our people.

We're individuals from different cultures and backgrounds. Those differences make us stronger as a team and a force for good in our communities. Here, you'll work with dynamic individuals, build your skills, and unleash new ways of working and thinking. Are you ready to join an organization that will help unlock your potential?

Job Description:

Seeking a highly motivated and experienced Customer Service Escalation Specialist to support the Employee Benefits Customer Service Team. In this role, you will be responsible handling complex customer inquiries, escalations end-to-end, ensuring exceptional customer experiences while maintaining a high level of efficiency and effectiveness.

Key Responsibilities:

Process Optimization:

• Design and implement efficient and effective customer service processes to handle complex inquiries, complaints, and escalations.
• Continuously analyze existing processes, identify areas for improvement, and implement changes to optimize workflow and enhance customer satisfaction.

Customer Issue Resolution:

• Oversee the resolution of complex customer issues, ensuring timely and accurate responses that align with company policies and values.
• Collaborate with other departments to develop and implement solutions to recurring customer concerns and issues.

Quality Assurance:

•  Establish and maintain quality assurance standards to guarantee the highest level of service quality and consistency across the team
• Prepare regular and ad-hoc reports to senior management, offering insights into team performance, customer feedback, and operational efficiency.

The base salary range for this position is $45,000 - $60,000.  Actual base salaries vary based on skills, experience, and geographical location. In addition to base pay, Equitable provides compensation to reward performance with base salary increases, spot bonuses, and short-term incentive compensation opportunities. Eligibility for these programs depends on level and functional area of responsibility. 

For eligible employees, Equitable provides a full range of benefits. This includes medical, dental, vision, a 401(k) plan, and paid time off. For detailed descriptions of these benefits, please reference the link below.

Equitable Pay and Benefits: Equitable Total Rewards Program

 

Qualifications

 

Required Qualifications:

• Proven Customer Service/Relationship Management in Employee Benefits with familiarity of the following products – Life/AD&D, Dental, Vision, Short and Long-Term Disability.
• Customer centric with proven experience handling complex customer service teams, exhibit empathy for the customer, and manage multiple issues at a time while maintaining composure and attention to detail to ensure timely customer resolution.

Preferred Qualifications:

• Experience supporting offshore/BPO relations
• Outstanding verbal and written communication skills with the ability to effectively communicate and collaborate with diverse teams and stakeholders.
• Excellent listening and presentation skills
• Strong analytical and problem-solving abilities to address complex issues and develop innovative solutions
• Demonstrated capability to make informed decisions in high-pressure situations while considering multiple perspectives.
• Ability to adapt to a fast-paced and evolving work environment, managing changing priorities and deadlines effectively.

Skills:

Customer Support Function: Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution.

Knowledge of Product Line: Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.

Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Relationship Building: Knowledge of the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others' concerns and contributions.

Results Orientation: Knowledge of the importance of meeting or exceeding established targets; ability to drive critical activities to completion.

Telephone-Based Customer Servicing: Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone.

ABOUT EQUITABLE 

At Equitable, we’re a team committed to helping our clients secure their financial well-being so that they can pursue long and fulfilling lives.

We turn challenges into opportunities by thinking, working, and leading differently – where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities.

We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well-being, flexibility, and a culture of collaboration and teamwork.

We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose.

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Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.

NOTE: Equitable participates in the E-Verify program.

If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314-2211 or email us at TalentAcquisition@equitable.com.