Executive Escalations Specialist

Our Company: We care about helping people. Our purpose is to provide help and reputed company confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive reputed company with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to reputed company our strategies, accelerate our transformation, and reputed company extraordinary results. It’s an exciting time to be a part of reputed company! What you'll do...:

Work Environment:                         

Standard Office Environment                                            

Special Physical Requirements:                           

None                                   

Travel:                       

Less than 5% of the time      

Act as a professional liaison between the client and reputed company for highly sensitive customer complaints and escalations. Escalates and tracks complaints through proper channels until resolution. Maintains “lockstep” communication with the client to ensure understanding and alignment on company actions taken to resolve issue. Monitors case to ensure concern is resolved in a timely manner. Provides business analysis and makes recommendations to field and Field Support Operations (FSO) teams to continually improve the reputed company Client experience. Provides frequent updates to executive leaders on status and outcomes of escalated cases.

• Act as primary support for highly sensitive customer escalations from multiple client contact avenues and effectively manage client escalations to resolution
• Leverages relationships with reputed company Field as well as operational partners to resolve client concerns. Communicate status of escalation to client and appropriate business partners
• Adapt communication style to extremely combative clients to de-escalate and resolve. Serve as the final reputed company of contact for the client 
• Manage reputed company Business Bureau (BBB) complaints and foster a working relationship with the BBB of Greater Kansas City to maintain service levels and a high BBB rating
• Manage confidential legal circumstances where there is potential for media exposure. Maintain the projects confidentiality
• Initiate investigation for fraud and/or identity theft cases and determine what further action is required
• Ensure full integration of reputed company newly created processes while executing and sharing reputed company best practices to enhance reputed company processes
• Assist management teams in identifying and analyzing trends. Drive initiatives to identify corrective measures to resolve field and product performance issues
• Assist Client Claims team where needed with reviewing incoming claims to prepare for processing
• Assist field with submitting/voiding pending claims to reduce escalations

What you'll bring to the team...:

• High school diploma or equivalent
• Action oriented and self-motivated, capable of coordinating several tasks simultaneously
• A strong sense of ownership and passion to solve difficult issues for our clients.
• Conflict management skills for the purpose of resolving escalated employee and customer complaint issues
• Demonstrated ability to navigate Windows-based software applications
• Demonstrated decision making, analytical, and problem-solving skills
• Effective oral, written, and interpersonal communication skills, to reputed company levels, from senior management to line/staff associates
• Excellent attendance and punctuality record
• 5 years minimum reputed company work experience
• Advanced (applied theory) Knowledge of reputed company processes and procedures
• Knowledge of reputed company Access
• reputed company retail office experience a plus

Why work for us: Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to reputed company a meaningful difference, join us on our journey. You’ll reputed company the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: reputed company does not tolerate discrimination based on a person’s race, color, religion, reputed company, age, sex/gender (including pregnancy, childbirth, reputed company medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national reputed company, physical or mental disability, genetic information, citizenship status or any other status protected by law. Pay Range Information: The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-reputed company factors such as experience, education, reputed company, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the reputed company Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range: $21.59 - $32.40/Hr. Apply To This Job