The Account Health Support (AHS) Escalation Specialist is an advocate for the perfect AHS Specialist and Seller experience. By serving as the first line of support, AHS Specialists assist Sellers on a daily basis with their account health. The AHS Escalation Specialist will assist AHS Specialists in navigating, interpreting, and applying SOPs to the end of resolving high level technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for Selling Partners. As a subject matter expert in all AHS supported OUs and verticals, Escalation Specialists will educate AHS Specialists on process, tools, and standards in real-time. This role requires the ability to multi-task utilizing a wide variety of software tools to navigate seller accounts and enforcements, research/review policies, and communicate effective solutions in a timely manner.
The successful candidate will have a commitment to driving excellence in AHS Specialist and Seller experience, while working towards long term fixes. A penchant towards customer obsession, strong listening and de-escalation skills, and a keen interest in process improvement are key components of this role. Maintaining a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues. Possessing a positive work ethic, well developed interpersonal skills. Capable of leveraging effective time-management skills and the ability to work independently, while applying departmental resources, policies and procedures.
Key job responsibilities
· Front Line Support: Serve as the first point of contact for AHS Specialists, providing timely and effective support (i.e. Seller Escalations, process gaps, barriers, etc.). Provide real-time guidance to AHS Specialists with the goal of achieving First Contact Resolution (FCR), as well as a remarkable, reproducible Seller experience.
· Problem-Solving Skills: Utilize strong problem-solving skills to diagnose and resolve AHS Specialist and Seller success barriers, apply logical thinking and analytical abilities to identify root causes and implement appropriate solutions.
· Defect Identification, Control, and Elimination (DICE): Involvement in process improvements and defect reductions by proactively identifying recurring issues, their root cause, and submitting for their resolution to the internal DICE team. Collaborate with other teams to identify patterns, document workarounds, and suggest improvements to prevent future occurrences.
· Escalation Management: Serve as a potential first point of contact for Seller escalations. Support Tier I trouble tickets submitted by AHS Specialists. Works in partnership with Escalation Managers to resolve Seller issues.
· Seller Outreach: Conduct Seller education or inquiry calls as requested by Escalation Managers, Policy Process Management Office, or key stakeholders related to Executive/Stakeholder Escalations support. Conduct requested Seller escalation calls as submitted by AHS Specialists.
· Documentation and Knowledge Base: Maintain accurate and up-to-date documentation of support requests, troubleshooting steps, and resolutions. Contribute to the development and improvement of SOPs to facilitate self-service for common issues.
· Continuous Improvement: Identify performance and contact trends and demonstrate bias for action in solving problems with scalable solutions. Provide feedback to AHS Operations leadership based on trend analysis and patterns observed through Escalation Specialist interactions.
· Support high impacting seller queue and pilot queue, as required; potentially owning conversations with senior organizational leadership and submitting recommendations based on holistic reviews.
· Participate in Gemba/Kaizen events to identify and implement process improvement change initiatives.
· Adhoc tasks related to AHS contacts may be assigned and required as part of the job scope.
