Executive Escalation and Customer Care

Summary

Join Granicus's Executive Escalation and Customer Care Team as an E2C2 Specialist, bridging Technical Support and other teams to enhance support for Government Experience Cloud Services customers. You will help customers with care issues, drive escalated case resolution, identify root causes of customer experience failures, and present findings and recommendations to relevant teams. Responsibilities include reporting on projects and initiatives, responding to executive and team inquiries, advising Technical Support on escalated cases, and communicating effectively with other departments to resolve complaints. You will also perform root cause analysis, recognize system and quality concerns, and provide coaching feedback and updates to Technical Support. This role requires strong customer handling and conflict resolution skills, excellent decision-making, goal-oriented thinking, and relentless customer-centricity. Prior experience in Customer Care or Technical Support is essential.

Requirements

• Exceptionally strong customer handling and conflict resolution skills
• Excellent decision-making skills to effectively manage the needs of the customer and business
• Goal driven, able to step back and look at the bigger picture, and able to deal with ambiguity
• A relentless customer-centricity with excellent English communication skills, both verbal and written
• 2-3 years of Prior experience in Customer Care or Technical Support services
• Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Responsibilities

• Helping the customer on care issues
• Drive toward the escalated case resolution
• Identifying and measuring the root cause of the customer's experience failure
• Presenting findings and recommendations to the right people throughout the company who can fix the process or technology that caused the customer pain
• Report on projects, initiatives, and processes under your care
• Respond to enquiries from Granicus executives and customer-facing teams about escalations
• Provide advice and directions to Technical Support, regarding escalated cases
• Communicate effectively and professionally with other departments in researching complaints and finding a path to resolution. Provide a detailed root cause analysis for customer advocacy to top level executives
• Recognize system and quality concerns contributing to poor customer experiences and communicate as appropriate both internally and externally
• Submit coaching feedback, news articles and blurbs to ensure that Technical Support is consistently kept up to date

Benefits

We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand