Call Center - Escalation Specialist

Job not on LinkedIn

🔥 0 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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St. Jude Children's Research Hospital - ALSAC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🤲 Charity

🤝 Non-profit

Healthcare • Charity • Non-profit

St. Jude Children's Research Hospital - ALSAC is a not-for-profit pediatric research hospital and its fundraising arm (ALSAC) focused on understanding, treating, and defeating childhood cancer and other life-threatening pediatric diseases. St. Jude provides clinical care (with a stated policy that families never receive a bill), conducts basic and clinical research, runs clinical trials and global research initiatives, trains clinicians and researchers, and operates extensive fundraising, donor services, events, and awareness programs to support its mission. The organization is a 501(c)(3) charity with public donation, volunteering, and fundraising activities.

📋 Description

• Serve as the primary point of contact for escalated donor concerns and complex service issues. • Take ownership of donor inquiries from initial contact through resolution, ensuring a timely and positive experience. • Research and resolve donor issues by identifying root causes and recommending appropriate solutions. • Collaborate with internal teams and business partners to address donor concerns and facilitate issue resolution. • Document donor interactions accurately and maintain records in designated systems. • Monitor trends, identify recurring issues, and recommend improvements to processes and procedures that enhance the donor experience. • Provide guidance and support to contact center representatives regarding policies, procedures, and donor interactions. • Deliver new hire training, refresher training, and transition support as needed. • Respond to donor and client inquiries through phone, email, and other communication channels in a professional and timely manner. • Follow up with donors to ensure concerns have been resolved and expectations have been met. • Meet established service standards, quality expectations, and productivity goals. • Maintain knowledge of organizational policies, procedures, and compliance requirements. • Provide feedback to leadership regarding operational challenges, process improvement opportunities, and best practices.

🎯 Requirements

• High school diploma or GED required. • Minimum of two years of customer service, contact center, call center, telemarketing, or related experience. • Strong verbal and written communication skills. • Ability to handle challenging customer interactions professionally and effectively. • Strong problem-solving, analytical, and decision-making skills. • Ability to interpret and follow detailed verbal and written instructions. • Experience working with data entry and business applications. • Proficiency in Microsoft Office, including Word and Excel. • Strong organizational skills with the ability to manage multiple priorities and meet deadlines. • Commitment to delivering exceptional customer service and donor satisfaction.

🏖️ Benefits

• Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans) • 401K Retirement Plan with 7% Employer Contribution • Exceptional Paid Time Off • Maternity / Paternity Leave • Infertility Treatment Program • Adoption Assistance • Education Assistance • Enterprise Learning and Development