Service Escalation & Operations Specialist

Operations Manager 2 (Channel Operations Manager) Englewood Cliffs, NJ(Fully On-site (5 days in office)) 6 months Responsibilities: Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs • Serve as primary service escalation point of contact for customers within assigned sales channels/territories • Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously • Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines • Recommend policy and process improvements based on findings from cases handled. Data steward of departmental policy & procedure content, KPIs, and data • Oversee content management on department SharePoint site • Responsible for production of department KPIs and ad-hoc analysis requests • Support implementation and improvement of new and existing department policies, processes, and procedures Assist department’s customer engagement channels and digital self-service tools • Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops. • Support in production and distribution of internal and external newsletters • Support in implementation of user management and user experience systems; including CRM tools and customer service portals Candidate Requirements: • College degree (Bachelor’s) required • Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry • 4 years of professional experience required • Ability to identify gaps in procedures/policy and create improvement plans to address • Ability to drive change in cross-functional and demanding environment • Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required • Excellent written and verbal communication skills Education and Years of Experience: • Bachelors Degree • 4 years of experience Top Skills: • Analytics, Communication, Project Management