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Toll Escalation Specialist

Toll Escalation Specialist

Harris & HarrisCoppell, TX, US
7 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

The Customer Care Escalation Agent is responsible for agent support, answering questions either directly or via Teams chat, call monitoring, coaching & assisting associates with payments.

Schedule : Must be available for shifts from 8 : 00am to 6 : 00pm CST Monday through Friday, and 8 : 00am to 5 : 30pm Saturday. on-call, and after-hours responsibilities may be required on a rotating basis.

Location : Must be able to commute to our office in Coppell, TX

Additional Compensation and Benefits :

At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits :

  • Medical and Dental insurances from premium providers
  • 401K with matching
  • Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
  • Tuition Reimbursement
  • Paid Time Off
  • Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.

DAY TO DAY

  • Ensuring the resolution of the balance where applicable or account / billing questions from the consumer on each call
  • Collect on past due amounts by setting up arrangements with consumers where applicable
  • Actively engage consumers in a professional and polite manner
  • Expresses empathy and compassion while actively listening to consumer concerns
  • Properly document the details and dispositions of a call
  • Meet or exceed goals for quality and standard KPI’s set by the Director
  • of Operations
  • Agent support answering questions either directly or via Teams chat
  • Assist agents with payments >

    • 1,000 for approval

  • Assist agents with waiving fees >
  • Create case in client system for disputes
  • Reverse / Refund / Void payments when necessary
  • Facilitate resolution of complicated calls
  • Account research
  • Side-by-side or Teams agent coaching
  • Effectively defuse hostile or agitated callers using reflexive listening and understanding.
  • Provide positive, constructive feedback to the management team regarding escalated
  • instances

    • WHAT YOU MUST POSSESS

  • One year of more experience working in a call center
  • Previous leadership experience preferred
  • Understanding of Customer Care expectations
  • High School diploma or equivalent
  • Some College Preferred

    • WHY HARRIS & HARRIS?

    Harris & Harris is a premier, full-service revenue recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and healthcare markets.

    The family business Sam Harris started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who employ the latest technology and best ethical practices to help businesses recover revenue and provide world class customer service.

    We take pride in knowing what it takes to turn a call from "average" to "excellent." We have been delighting clients and customers for decades thanks to our outstanding employees. They make the difference every day, shift, and call and transform challenges into victories.

    At Harris & Harris, we’re proud to be an organization where everyone is welcome and can be their authentic selves at work. We’re passionate about celebrating the differences that make each of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued.

    We also are an organization that believes in the power of giving back. Our internal cross functional committee, Harris Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, American Cancer Society, Bright Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the American Heart Association, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School.

    At Harris & Harris, everyone is important, and one person can make a difference for their colleagues, for our clients, and for our company. We look forward to hearing from you!

    Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

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    Escalation Specialist • Coppell, TX, US