Escalations Associate, Remote (Evening/Night Shift)

As an Escalations Associate at Albert, you will play a crucial role in enhancing our customer support team. Your primary responsibilities will include de-escalating complex customer interactions, resolving advanced technical issues, analyzing escalated cases for patterns, and championing initiatives for improving customer experience. Additionally, you will be looked upon to contribute towards a positive and collaborative team atmosphere.

To succeed as an Escalations Associate at Albert, candidates should have at least two years of experience in customer service, with a proven track record of handling escalations effectively. Strong communication skills, both written and verbal, are essential, alongside an analytical mindset to identify trends in customer interactions. Experience with handling a high volume of support requests is also highly valued.

The Escalations Associate role at Albert operates on an evening/nights shift schedule, meaning your work will primarily take place during these hours, including weekends. This role is perfect for those who thrive during non-traditional working hours and are eager to make a difference when our customers need help the most.

Key skills for an Escalations Associate at Albert include empathy, strong problem-solving abilities, high decision quality, innovation, and solid analytical capabilities. You will be expected to understand customer emotions and concerns deeply, while also providing effective solutions to technical and service-related issues.

As an Escalations Associate at Albert, you can look forward to a competitive salary, health, vision, and dental insurance, a 401(k) match, weekly delivered meals, and a monthly wellness stipend. We also cultivate a remote working environment that supports career growth and offers a mission-driven workplace.

When faced with high-tension situations, I first focus on listening to the customer's concerns with empathy. I validate their feelings and reassure them that I'm here to help. By staying calm and collected, I can understand the situation better, which helps me identify effective solutions to resolve the issue and restore customer trust.

Absolutely! In a past position, a customer was frustrated due to a billing error. I actively listened to their concerns, expressed empathy for their situation, and took ownership of resolving the issue. Through clear communication and prompt action, I was able to rectify the mistake and the customer left satisfied, even thanking me for my help.

I believe analyzing data is crucial in identifying patterns. I often review past escalations carefully, taking note of recurring issues. Using tools and metrics can help track these trends, allowing us to develop proactive strategies to mitigate future escalations and enhance overall customer satisfaction.

Empathy stands out as the most important quality for an Escalations Associate. As we deal with challenging customer emotions, understanding their perspectives and feelings is key. This quality enables me to build rapport and trust, which significantly aids in resolving issues effectively.

Prioritization is vital in a fast-paced environment. I assess escalations based on urgency, customer impact, and complexity, addressing the most pressing issues first. Balancing my workload, I also communicate transparently with customers about response times, ensuring they feel valued and informed.

I have experience with various customer service platforms and tools, allowing me to troubleshoot technical issues effectively. My background in resolving technical inquiries means I can communicate complex information simply and clearly to customers, ensuring they understand the solutions provided.

Maintaining composure starts with self-awareness. I practice deep breathing techniques and remind myself of the customer's needs in stressful interactions. By focusing on finding solutions rather than getting emotionally overwhelmed, I can stay calm and lead the conversation toward a positive outcome.

I strive to gather feedback actively from customers about their experiences. Implementing changes based on this feedback, I believe, is vital for continuous improvement. I also share insights with my team to collectively brainstorm ways to streamline our processes and enhance the quality of service.

I make it a point to engage customers fully by actively listening and acknowledging their concerns. I ask open-ended questions to involve them in the conversation actively. Recognizing and validating their feelings plays a significant role in ensuring they feel heard and appreciated.

I'm truly excited about the mission at Albert to democratize financial guidance. Contributing to a company that values accessibility aligns with my personal values. Being part of an innovative team where my skills can make a real difference in people's financial experiences is incredibly motivating for me.