Customer Support Specialist, UGO Escalations

What The Candidate Will Need / Bonus Points What the Candidate Will Do Resolve high volume of customer contacts through various support modalities which may include inbound and outbound calls, email, chat, and tickets Investigate case details to determine the root cause of issues Learn and master multiple applications and resources including contact management systems and knowledge bases Communicate quickly and effectively to internal and external stakeholders Triage and escalate urgent issues in order to drive them to resolution Complete thorough documentation and notation on customer contacts and trends Provide feedback to leadership and program teams regarding processes and trends Basic Qualifications FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment Comfortable Operating In Multiple Modalities Preferred Qualifications Bachelor's degree in Business, Communications, English, Journalism, or a related field Experience providing support in a high-volume environment (e.g., service industries, retail, hospitality, or customer support operations) Crisis counseling or experience supporting individuals in high-stress or sensitive situations Availability to work weekends, holidays, and non-standard hours outside of a traditional 8:00 a.m. - 5:00 p.m.