Retail CSR at Park Insurance providing personal lines insurance in Burnaby. Responsible for sales, customer service, and insurance evaluation duties.
About the role
- Specialist handling safety concerns for Airbnb's community interactions through various communication channels. Managing complex cases and recognizing threatening behaviors for resolving customer issues.
Responsibilities
- Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone
- End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines
- Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
- Takes on casework at a degree of severity/complexity under close supervision
- Ability to recognize & assess threatening & risky behaviors
- Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval
- Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work
- Understands multiple perspectives on a topic or situation
- Able to evaluate and present multiple options for addressing a problem
Requirements
- 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
- Hospitality experience is a plus, in particular working for technology platforms.
- Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
- Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
Benefits
- Eligible for bonus, equity, benefits, and Employee Travel Credits
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