Customer Experience Specialist | Escrow Voice Support  

Escrow.com is a FinTech company changing the face of marketplace payments where every employee directly influences, impacts and builds the business. If you are a high achiever with talent who is looking for something more than a boring job in corporate, wants to work with the best and brightest, doesn't need to be hand held and wants to be in at ground zero with a company that has a shot at being one of the biggest sites on the internet then this could be the place for you.

Escrow.com is the recommended transaction settlement service of many of the top names in eCommerce, including Shopify, GoDaddy and AutoTrader. It's also recommended by the US Commercial Service and has been involved in some of the Internet's largest transactions. Our offices are in the San Francisco, Vancouver, Buenos Aires, London and Sydney.

Voice Support agents are responsible for providing the highest level of service to customers at all times.

As a Voice Support Agent, you are the face and voice of the company, guiding our users through the experience, ensuring that it is simple, fast and successful.

Duties and Responsibilities

• Provides exceptional customer service through various channels, mainly via phone calls.
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Provide accurate information to customers’ queries
• Identify and flag potential fraud issues
• Promotes features and benefits of using Escrow.com by doing soft upselling.
• Incorporates changes in work practices in response to changes requested by management
• Adheres to Escrow policies and procedures
• Actively contribute to team meetings, calibrations, training sessions and other related activities
• Recommends potential products or services improvement to Management by collecting customer information and analyzing customer needs.
• Performs other duties as required including but not limited to sending productivity reports, minutes of the meeting and post mortem analyses etc

Customer Success Representative - Escrow Voice Support Company Expectations

• Manage the Escrow inbound call queue according to schedule and ensure that it is properly manned at all times.
• Assist in ensuring that the CX Outreach escalation queue is cleared by the end of the shift
• Handle the Voice Outreach Outbound call escalation queue and make sure this is cleared by the end of the shift
• Deliver excellent customer experience by using a more hands on approach in assisting users and by upselling our available specialized services
• Help improve Escrow online reputation by providing exceptional customer experience via chat and giving out SJ and TP links to happy customers.
• Meets expectations on CX Metrics and KPIs
• Have an awesome attitude (proactive, positive and agile)
• Be open minded to the ideas that benefit the greater good.
• Collaborate and actively participate in team activities and projects.
• Take initiatives in solving problems and go beyond what is expected of us.

Minimum Qualifications

• Exceptional English communication skills - written and verbal
• Candidates must possess at least a High school diploma
• At least 1 year(s) of working experience in the related field is required for this position
• Ability to effectively articulate complex information to a variety of technical and non-technical users
• Self-starter.
• Detail oriented and process driven
• Have strong analytical and problem solving skills
• Has the ability to work in a fast paced dynamic environment
• Possesses excellent personal and customer service abilities
• Must be able to work flexible hours when required

We would love if you:

• Have 1-4 yrs worth of work experience, specializing in Customer Service
• Have sales experience via phone, email and/or chat
• Have experience with web-based businesses