Escalations representative 2

3 weeks ago

West Des Moines, United States Randstad Full time

Randstad is seeking reliable and empathetic customer service professionals for a long-term contract assignment in West Des Moines, IA. The role involves managing escalated customer complaints, requiring good customer service and communication skills to empathize and resolve issues effectively. Candidates must demonstrate problem-solving abilities and attention to detail while handling complex transactions in a fast-paced environment. Organizational skills are essential for maintaining accurate records and compliance during interactions. Position: Escalations Representative 2 Location: West Des Moines, IA 50266 Pay: $25/hr Shift Days/Hours: Monday - Friday, 8:00am - 4:30pm

salary: $24 - $25 per hour
shift: First
work hours: 8 AM - 4:30 PM
education: No Degree Required

Responsibilities

  • 7-12 calls per day outbound to verify customer information (Short-term Project)
  • Will eventually move to normal intake with inbound only
  • When a customer has a highly escalated complaint will call into the intake team. Have likely already talked to 2-4 different teams before reaching this team
    • Typically have concerns about how their account has been handled so far
    • Will need to listen and empathize with customers to try and de-escalate
    • Will gather all information and send to case specialist
    • Could be questions about deposits (checking/savings accounts), credit cards, or any group within enterprise complaints
  • Called in or submitted through portal/queue
  • This is a very hands-on, supportive group who cares about the success and support of their team
  • Focus on hearing the customer out and taking through notes (active listening, providing empathy, patience,etc)
  • Not a researched based role


Skills Problem-Solving Investigative Skills Organizational Skills
Qualifications Years of experience: 2 years Experience level: Experienced
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

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