Customer Experience Escalation Specialist III


 
It's fun to work in a company where people truly believe in what they are doing. At Dutch Bros Coffee, we are more than just a coffee company. We are a fun-loving, mind-blowing company that makes a difference one cup at a time.

Being part of the Dutch Family
You are adaptable, a servant leader, and community-minded. You view yourself as an unfinished product on the constant pursuit of personal and professional development. We rely on our people to uphold our core values of speed, quality, and service to protect our culture and ensure our growth remains limitless!

Dutch Bros mission statement
We are a fun-loving, mind-blowing company that makes a massive difference one cup at a time.

Who we are
Dutch Bros puts people first in everything we do. Joining our team gives you the opportunity to build a compelling future while making a massive difference in the lives of our customers and communities.
We love people and we love OUR people! Here’s what we offer
Here at Dutch Bros, we want our employees to feel valued, and we recognize there's more to value than a salary. The following benefits and perks were hand-picked to cater to our diverse employee base:
  • Medical/Dental/Vision/Short Term Disability/Life insurances
  • Paid Sick Days
  • 401(k) plan with employer match after one year of employment
  • Education Benefit Program
  • Vacation/Floating Holidays/Paid Time Off
  • Paid Parental Leave
  • Flexible Schedule
  • Paid Volunteer Days
  • Various employee discounts
  • Office perks, such as hi-lo desks, snacks provided daily, casual dress code, and an in-house coffee bar with a dedicated Broista
Position Overview
The Customer Experience Escalation Specialist III is responsible for handling escalated customers via phone, email, and social media platforms. The CE Escalation Specialist will work to resolve complex customer issues, including providing support for customers who have filed complaints or taken other external actions to resolve their concerns. The CE Escalation Specialist will work directly with crisis and risk teams, HQ subject matter experts, and field leaders to provide prompt resolutions and exceptional customer service. Escalation Specialists use critical thinking and independent decision-making to protect the brand and ensure customer satisfaction.
Key Result Areas (KRAs)
Works with customers to resolve complex complaints by offering exceptional inbound and outbound customer-focused solutions; demonstrating an elevated level of attention, care, and follow-through to escalated issues:
  • Respond to and handle all escalated tickets for the department, including after-hours support as necessary
  • Follows all escalation pathways and serves as the point of contact in addressing complex or high-risk issues for the company
  • Researches and meticulously documents the customer concern, desired resolution, and any other needs or considerations
  • Communicates in a prompt and professional manner with customers to de-escalate and manage challenging communications
  • Uses platform tools to review, record, and report on escalated situations in a timely manner
  • Is detail-oriented, thorough, and uses critical thinking to resolve customer issues
  • Assists crisis and risk management teams in identifying critical issues and trends in a proactive manner
  • Documents in detail and represents the company in a professional and friendly manner
  • Works to establish trust and productive communications with customers
  • Offers outbound support by communicating with customers in an attempt to resolve complex issues
Acts as the liaison between the customer and leadership to ensure resolutions are prioritized and customer satisfaction is maintained:
  • Works closely with the risk management, crisis team, and field leaders to proactively and reactively solve escalated customer concerns
  • Support escalated issues during business and after-hours as needed
  • Reviews all customer contacts and ensures all details are taken into consideration when resolving issues
  • Ensures issues are resolved in a timely manner and follow-through is documented for reporting and insights
  • Prepares verbiage and makes recommendations for follow-up actions and communications with customers
  • Communicates with internal HQ subject matter experts, field leadership, and crisis and risk management teams regularly on escalated customer issues
  • Acts as a subject matter expert for escalated customer concerns and utilizes critical thinking to make quick decisions
  • Sees issues from start to finish within appropriate service level agreements
  • Represents the company in communications with customers
Reports to leadership and other decision-makers through detailed documentation and proactive communication for all escalated issues:
  • Ensures all team members and key stakeholders are informed of issues that impact their area of responsibility
  • Identifies trends, high-risk issues, and insights and is able to utilize critical thinking and problem-solving to effectively resolve difficult issues
  • Completes regular reporting on the status of all escalated issues
  • Ensures reporting and tagging are completed for escalated issues
  • Provides detailed communications and reporting so that analysis and debriefs can be completed
  • Completes QA on escalated issues to ensure proactive measures are taken as a company to resolve business issues
  • Participates in the Integrated Improvement Planning process to ensure complex issues are identified and understood at a leadership level
  • Works closely with internal teams to ensure actionable feedback is properly addressed
  • Communicates with HQ leaders to provide a front-line perspective on critical issues

Job Qualifications
  • Bachelor's degree in a related field and 1 year of experience, or 5 years of related industry experience, required
  • Dutch Bros shop experience preferred
Schedule:
  • This role is required to work assigned weekend days and provides occasional after-hours support
Competencies
  • Adaptable
  • Initiative
  • Collaborative
  • Communication
  • Effective Prioritization
Physical Requirements
  • Occasional lifting up to ten lbs.
  • Must be able to work in a climate-controlled office environment
  • Vision must be good, or corrected in order to perform essential job duties
  • Hearing must be good, or corrected in order to have the ability to understand information to perform essential job duties
  • Ability to read and write in English in order to process paperwork and follow up on any actions necessary
  • Sitting for extended periods of time
  • Manual dexterity needed for keyboarding and other repetitive tasks
  • This position is eligible for remote work within any state Dutch Bros currently resides in (AL, AZ, CA, CO, ID, KS, KY, MO, NM, NV, OK, OR, TN, TX, UT, and WA)
Compensation:
$25.85 - $29.97
If you like wild growth and working in a unique and fun environment, surrounded by positive community, you'll enjoy your career with us!

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