Sales Support Escalation Specialist

Bloomberg Industry Group • Full-time • Arlington - 1801 S Bell (INDG), United States of America • 2d ago

The Sales Success Escalation Specialist is responsible for handling complex customer issues to ensure customer satisfaction and revenue growth. This role acts as the main point of contact for both external and internal customers, addressing escalated situations, ensuring effective problem resolution, and providing ongoing support to maintain positive relationships. Additionally, the specialist will provide constructive feedback to frontline agents through Quality Assurance (QA) reviews, deliver regular training sessions to improve team skills, and contribute to the enhancement of internal processes. The ideal candidate will have strong problem-solving abilities, exceptional communication skills, and a deep understanding of customer service protocols, with a focus on continuous improvement and team development. 

What you will do:

Provide timely and accurate responses to customer inquiries via phone, email, or chat. 
Provide proactive, timely, and personalized solutions to challenging customer situations to ensure customer satisfaction. 
Collaborate with other departments (e.g., finance, legal, commercial operations, billing) to resolve escalated issues quickly and effectively. 
Communicate complex customer issues to the appropriate internal stakeholders to ensure cross-functional support and resolution. 
Communicate with external customers and internal departments with clarity, empathy, and professionalism to resolve concerns and update on progress. 
Support customer retention efforts by delivering excellent service. 
Set clear expectations with customers on timelines for resolution, offering alternatives where necessary. 
Provide feedback to leadership regarding process improvements, product concerns, or internal tools deficiencies, based on escalated situations. 
Provide feedback to frontline agents through QA reviews to ensure high-quality service and adherence to company standards. 
Deliver regular training sessions to customer service and sales teams to improve their handling of customer inquiries and issues. 
Share best practices and insights gained from escalated issues with internal teams to improve customer service processes. 
Actively contribute to the improvement of internal processes and workflows to enhance efficiency. 
Document and recommend changes to internal procedures, ensuring smoother operations and more effective handling of customer concerns. 
Able to work a flexible schedule within Bloomberg Industry Group hours of operations.

You’ll need to have:

College degree preferred with coursework in business, marketing, sales, or related field or equivalent experience required.
2 years’ of experience in a related client facing role, or a combination of related academic as well as business experience that is equivalent (preferably in a consultative support role)
Experience in a related customer facing role and the ability to develop strong relationships with key internal and external stakeholders.
Ability to cultivate strong relationships with internal and external stakeholders.
Ability to work a flexible schedule within Bloomberg Industry Group hours of operations.

Equal Opportunity

Bloomberg Industry Group maintains a continuing policy of non-discrimination in employment. It is Bloomberg Industry Group’s policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law (“Protected Characteristic”). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics (“Discrimination”).

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