Customer Service Escalations Specialist

Job Purpose
Demonstrates a high level of professionalism and ensures that Miele's standard of customer service is maintained to their customers. This position reports directly to the Quality Assurance Manager. Demonstrates a high level of professionalism and ensures that Miele's standard of customer service is maintained to their customers. This position reports directly to the Quality Assurance Manager.
Key Responsibilities

• Serve as the last point of escalation to resolve customer service-related complaints received via Executive Office, Consumer Support, Field Service, Social Media or Sales.
• Receive, document and respond promptly to resolve consumer complaints while providing quality customer service.
• Contact consumers to resolve issues via telephone or written format (letter or email).
• Task appropriate personnel with responding to and handling customer service issues.
• Maintain a balance between company goals and consumer desires. Handle issues in the best interest of both Miele and the consumer.
• Receive, investigate and process incoming service-related requests (e.g. damage claims, service exchanges, etc.) from internal and external customers.
• Work with consumer bureaus (e.g., Better Business Bureau, Consumer Affairs, etc.) to resolve consumer complaints.
• Receive, document and respond promptly to consumer complaints while providing quality customer service.
• Contact consumers to resolve issues via telephone or written format (via social media or email) and provide timely updates.
• Corresponds with Miele Service/Sales Management teams and other personnel, as well as Miele Service Partners (MSP's) to obtain required information, when needed.

Qualifications

• Must have a minimum of 3 years of customer service experience.
• Demonstrates a high level of commitment to consumer satisfaction.
• Excellent customer service skills with the ability to identify potentially negative or crisis situations and apply conflict resolution principles to mitigate or resolve the issue
• Proven ability to evaluate consumer complaints, assess alternatives, and make solid, consistent decisions and/or recommendations as required.
• Outstanding listening, written and verbal communication skills with proven ability to write clear, concise, and accurate messages.
• Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently.
• Strong negotiation skills.
• Must be self-motivated, detail-oriented and highly organized.
• Ability to work independently with minimal instruction.
• Strong computer, data entry and organizational skills.
• Ability to learn and become proficient with internal programs and new software.
• Prior experience with In-home service of consumer goods preferred.
• Understanding of basic domestic skills including cooking, cleaning, and laundry.

Working Conditions

• Hybrid work from home/in office model
• Ability to work within an office environment