Job Title: Escalation Agent
Department: Operations
Reports To: Natalia
Job Summary:
The Escalation Agent manages complex issues, ensuring prompt resolution while adhering to SLAs. This role involves active participation in team stand-ups, managing escalations via Slack, conducting in-depth investigations, and working closely with supervisors to identify trends and improve processes.
Key Responsibilities
-Stand-up Participation:
Actively participate in stand-ups on Monday, Wednesday, and Friday, ensuring key updates are communicated to the team.
-Slack Channel Monitoring:
Provide support in #certainlycx-photon for questions.
Handle call requests and escalation tasks in #bpo-escalations.
Update pharmacy hours in #pharmacy-hours.
-BPO Escalation Handling:
Manage voicemails, clarifications, provider emails, and faxes, ensuring timely resolution of SMS and customer messages.
-Investigation & Issue Resolution:
Conduct thorough investigations by reviewing order notes, SMS messages, and other relevant data.
-Issue & Bug Reporting:
Identify technical issues or bugs and escalate them to the relevant teams.
-Trend Analysis:
Collaborate with supervisors to identify recurring issues and trends.
-Stay Updated:
Review updates and process changes communicated through the newsletter.
Additional Information
-AM Shift:
Follow hold-time instructions during higher call volumes.
Limit pharmacy rerouting unless there are exceptions.
-PM Shift:
Handle extended hold times due to lower call volumes.
Proactively search for open pharmacies and stock calls.
Required Qualifications
Strong communication and customer service skills.
Ability to manage multiple tasks in a fast-paced environment.
Proficiency in Slack and communication tools.
Excellent problem-solving and attention to detail.
Preferred Qualifications
Previous experience in escalation or customer service.
Familiarity with pharmacy processes and terminology.
Experience managing SLAs and BPO escalations.
Key Competencies
Problem-Solving: Ability to investigate and resolve complex escalations.
Time Management: Prioritize tasks effectively in high-demand situations.
Communication: Maintain clear communication with pharmacies and the team.
Collaboration: Work with supervisors to resolve issues and improve processes.
Adaptability: Adjust to changes in workload or processes smoothly.
Physical Requirements/Work Environment (if applicable)
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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