The CX Sr. Escalation Specialist is responsible for reviewing and resolving escalated customer transaction issues. Issues are escalated from Belk BPO providers and/or may be related to risk/fraudulent web-oriented activities, or customer service. Plays a role in providing advice and guidance to Belk’s BPO provider. Specialists are cross trained and assigned to an area of specialization.

Job Functions

• Works daily with the Belk’s BPO (business processing outsourcer) agents and the management team. 
• Partners with the Store Fulfillment team to better serve customers, resolve issues, reduce customer appeasements and drive sales
• Responsible for resolving and tracking BBB and Attorney General Complaints

• Participates in the weekly conference calls with Belk’s BPO providers

• Provides constructive feedback to the agents and leadership at Belk’s BPO providers

• Detects potential trends regarding service levels that impact customer experience

• Partners with Digital Merchants regarding products and promotions, to review all marketing materials to be provided to Belk BPO provider(s)
• Partner with CX Training and Quality Lead by providing feedback on training and quality gaps in effort to improve performance
• Complete all requirements of Customer Care Escalation Specialist role in addition to elevated tasks

Minimum Education & Experience:

• Bachelor's degree or equivalent combination of industry related professional experience & education

• 3-5 years of experience

Preferred Education & Experience:

• Bachelor's degree or equivalent combination of industry related professional experience & education

• 4-5 years Retail Experience Preferred

• Web Operations Experience Preferred, but not required

Knowledge / Skills Requirements:

• A proven track record of providing exceptional customer service and teamwork

• Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office, Access Database, internet applications

• Strong phone/communication/listening skills

• Comfortable communicating with all levels in the organization and external partners

• Excellent problem analysis and solving skills, demonstrating good judgment

• Detailed and customer service oriented

• Strong organizational and time management skills

• Ability to perform multiple tasks simultaneously in stressful customer-sensitive situations

• Extremely discreet and trust-worthy with private customer information

Physical Requirements:

• Ability to work in a very confidential secured environment

• Ability to work weekends during peak sale seasons

Reporting Relationships:

Supervisor

Sr. Manager, Customer Experience

Accessibility Guidelines:
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We are an Equal Opportunity Employer:
Belk is an equal-opportunity employer committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, sex, gender identity, sexual orientation, hair style, hair texture, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, genetic information, military/veteran status, or any other basis prohibited by law.

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