High End Complaints Management - Office of Vice President

Salt Lake City, Utah
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Temp to Perm
Working Hours
8:00 AM - 5:00 PM
US$ 20.00 per hour
Ref. Number
Angela Johnson, Spherion
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Job Description

OFFICE OF THE PRESIDENT - Complaints Resolution Representative

Do you consider yourself an EXPERT in customer service? Are you a professional in using sound judgement, clear communication, and time management?

We're looking for high-class, top performers, who can stay poised and polished during conflict. You should be comfortable utilizing tools and resources provided to come to a clear decision on high-level complaints. You'll be responding as the President in the division - excellent written communication is a must. College Degree preferred!

Hourly Pay Rate: $20 /hour - Start date mid February.

Shift: Monday - Friday between the hours of 6am-6pm. (8-hr shift)

Summary of Daily Tasks and Expected Metrics:

This group oversees escalated complaints for all of auto - this is the "end of the road" per say for complaints in this space. It is this team's responsibility to research and mediate any/all complaints aligned to them.
No matter how a customer complains (written, verbal, social media, etc) the complaint goes to the complaints intake team where it is then triaged to this team
Each day will be responsible for following up on older cases and getting started on new cases - goal is to touch all cases each day or at least once every 3 days
This team is to investigate the concern, reach out to the customer to get up to speed on the issue, review their expectations, let them know you will get started, provide a timeline on when you will get back in touch and ultimately remediate their concern
In this role it is important that you work through the situation with the customer without being accusatory - build the relationship, understand what is wrong, what impact is this having on the customer, look at the issue objectively, consider all options for the customer
Will use various systems to gather case work and conduct research (universal work station, ITOP and IREPO, etc) - may also have to transcribe calls
Responsible for documenting all convos/calls in ITOP and universal work station
Call volume - 5-10 calls/day (mostly outbound) - any inbound calls are follow up calls regarding existing cases
30% of time spent on the phone and the rest of the time speaking with internal business partners as needed to complete the remediation process

SLA?s / metrics
Expected to reach out to the customer within 24 hrs to collect info needed and then follow up again in 7 days (phone, letter or email) to provide a resolution
80% of cases closed in 7 days or less
Close about 2 cases per day, will be working pipeline daily and will be touching each case every 2-3 days
Also held to adherence, call monitoring, etc
100% cases are reviewed by Quality as a new team member - once they average 95% or better, then 70% are audited. Once 97% or better, 50% are audited.

Working hours: 8:00 AM - 5:00 PM

Time Management
Extremely amazing customer service skills
Business Writing Skills
Attention to detail and high quality of work
Sound Judgement and Decision making skills
Escalations experience preferred.
Apply Today - Next start date is coming up quickly!


1-4 years

Business writing sample required
Ability to type 50+ wpm
College education preferred
Job Longevity
Demonstrated ownership of daily tasks

Send a resume in .doc format to Angiejohnson@spherion.com
Please include a cover letter to include a time you handled a difficult situation and the outcome of that situation.

Spherion has helped thousands of people just like you find work happiness! Our experienced staff 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, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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