Roadside Escalation Analyst
Camping World
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $25 per hour
Job Level
Mid-LevelSenior
About the role
- Ensuring that all roadside assistance requests are handled promptly and accurately while monitoring real-time via various platforms reviewing cases triggers to mitigate any at risk situations.
- Monitor executive email distribution list for VIP escalations to quickly direct, communicate and determine resolution to deescalate situation as needed.
- Provide guidance, coaching, and process improvement recommendations to address inefficiencies or gaps in procedures, always keeping the customer journey and experience at the forefront.
- Lead development sessions for new hires, agents, leads, and other supervisors, aimed at enhancing performance and elevating customer service standards.
- Collaborate with service providers to ensure the most effective course of action is taken promptly and accurately to deliver a definitive resolution.
- Work alongside Dispatch and other departments to maintain seamless communication and ensure that all services are coordinated efficiently.
- Must be able to assimilate and coordinate various pieces of information to accurately assess the situation, identify the underlying problem or story, and guide others towards a potential solution.
- Handle complex or high-priority cases, offering senior-level support and ensuring resolutions that align with both customer and business objectives.
- Maintain composure during high stress situations and provide a voice of reason to our agents and members.
Requirements
- High school diploma or equivalent required; bachelor’s degree in business or related field preferred.
- 3 + years of experience in customer service or call center environments, with at least 1-2 years in a supervisory or leadership role.
- Working knowledge of roadside assistance operations and service-level agreements.
- Exceptional problem-solving and decision-making abilities, with the capability to handle complex and high-pressure situations.
- Advanced communication and conflict resolution skills, with the ability to handle escalated issues professionally.
- Excellent organizational and multitasking skills, with attention to detail and time management.
- Familiarity with roadside assistance operations, call center software, CRM systems and office 365 applications.
- Experience in roles that required high emotional intelligence, being able to demonstrate strong self-awareness, empathy, and interpersonal skills to effectively manage emotions, resolve conflicts, and foster positive relationships.
- Excellent communication and conflict resolution abilities.
Benefits
- Paid Time Off
- 401(k)
- Employee Assistance Program
- Good Sam Roadside Assistance
- Discounts
- Paid parental leave (if eligibility is met)
- Tuition Reimbursement (if eligibility is met)
- On the job training opportunities
- Comprehensive benefit package including medical, dental, vision and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecall center operationsproblem-solvingdecision-makingconflict resolutionorganizational skillsmultitaskingtime managementemotional intelligence
Soft skills
leadershipcoachingcommunicationinterpersonal skillscomposure under stressguidanceprocess improvementcustomer journey focuscollaboration
Certifications
high school diplomabachelor's degree in business or related field