Escalations Specialist in Sarasota, Florida at Jackson Hewitt

Date Posted: 2/4/2018

Job Snapshot

Job Description

*This is a se asonal position with a duration up to 6 months. *

The Escalations Specialist provides a world class experience to Jackson Hewitt current clients by escalated customer complaints, issues and service delivery failures. Partners with our teams in the field to resolve an assigned caseload of customer issues, or escalates to the Escalations Lead/Manager, depending on documented issue resolution path. 

ESSENTIAL DUTIES AND RESPONSIBILITIES Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties, assignments and specific projects may be assigned at the discretion of executive management.
• Monitor, communicate and assist in the resolution of complaints on service delivery failure.
• Take ownership in assisting, researching, resolving, or escalating Client issues.
• Manage and follow up on assigned case load per Service Level guidelines.
• Analyze cases for trends in client issues and report to escalations lead
• Assist in review of insurance documents for offices
• Communicate with insurance agents or office management staff to ensure proper completion of start of tax season validation.
• Respond to requests to alter revenue records for Franchise offices.
• Verbally de-escalate and handle difficult Client situations.
• Understand and implement new information and procedures efficiently and professionally.
• Manage and follow up on multiple ongoing issues simultaneously
• Deliver a consistent level of quality on all calls and issue resolutions
• Utilize multiple systems to access Client information, research issues, educate and solve the Client's reason for contact.

• Minimum of two years of customer service experience,  relevant escalations experience preferred. 
•   Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. The ability to maintain a confident, friendly and helpful tone in conversation.  
• Proficiency in Microsoft Office  
•  Excellent computer navigation and data entry skills
•   Proficiency with learning new technology and system applications.
• Excellent verbal and written communication skills.

PHYSICAL DEMAND AND WORK EFFORT • Keying/typing, sitting, standing, walking • Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment • The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job • Compliance with company attendance standards

We appreciate your interest in Jackson Hewitt Tax Service. Jackson Hewitt Tax Service is an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age (40 and over), disability, or any other basis protected by applicable federal, state, or local laws. Jackson Hewitt Tax Service also prohibits harassment of applicants or employees based on any of these protected categories. It is also Jackson Hewitt Tax Service's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.