Appeals and Escalation Coordinator

Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc),
Handling the most complex issues and partner with leadership and relevant stakeholders to bring the cases to resolution; provide input for Shared Services to ensure service integrity and improvement.
Compile incident reports at the direction of leadership and in collaboration with Shared Services; maintain high levels of confidentiality while performing investigations.
Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
Effective communication in the context of stakeholders management.
Support the News/Press Team with any related escalation, coordinate CS efforts and follow the case to closure with post-mortem request when needed.
Act as advisor/SME for new hires and associates while supporting the Lead in coaching the team on best practices and decision making.
Provide consultation for specific highly sensitive workflows and senior management inside and outside CS.

3 years of experience in customer service
Minimum rating of “Meets Expectations” at previous Performance Review
Availability to work 40 hours a week, available to work weekends and/or different shifts
Excellent time management, negotiation and conflict resolution skills.
Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner; high level emphasis on English language proficiency.
Comfortable interacting with senior leadership and external stakeholders.
Display resilience and composure in a high impact dynamic environment.
Calm and Empathetic – you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence
Strong analytical skills, able to compile reports and analyse data.