Executive Escalation and Customer Care Specialist
Job Summary
Job Description
Granicus is seeking an Executive Escalation and Customer Care Specialist to resolve customer care issues and handle escalations from customer cases or customer-facing teams. This role involves coordinating efforts, identifying system and procedural issues, and driving positive changes to improve customer experience. The specialist will bridge the gap between Technical Support and other Granicus teams, providing enhanced support to Government Experience Cloud Services customers. Key responsibilities include assisting customers, driving escalated case resolution, identifying root causes of experience failures, presenting findings to stakeholders, reporting on projects, and responding to executive inquiries about escalations. The role also requires advising Technical Support on escalated cases and communicating professionally with other departments to resolve complaints. Recognizing and communicating system and quality concerns that lead to poor customer experiences is also crucial, along with submitting coaching feedback to keep Technical Support updated.
Must have:
- Strong customer handling and conflict resolution skills
- Excellent decision-making skills
- Goal-driven and able to see the bigger picture
- Relentless customer-centricity
- Excellent English communication skills (verbal and written)
- Ability to work independently and self-motivated
- Flexibility in approaching responsibilities and change
Good to have:
- Prior experience in Customer Care or Technical Support services (2-3 years)
Perks:
- Remote-first company
- Employee Resource Groups
- Coffee with CEO sessions
- Microsoft Teams communities (wellness, art, family, etc.)
- Special guest discussions on employee-impacting issues
4 skills required
Job Details
The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
The Executive Escalation and Customer Care Team resolve customer care and deal with escalations coming from customer cases or customer facing teams from Granicus. As they coordinate effort and response, they identify systems and procedures issues that directly or indirectly lead to these situations and drive positive action for change and resolution on behalf of Granicus customers, Technical Support and the overall business. E2C2 Specialists form the bridge between Technical Support and other teams within Granicus and deliver enhanced support to Government Experience Cloud Services customers.
What Your Impact Will Look Like Here:
- 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.
You will love this job if you have:
- 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.
Security and Privacy Requirements
· 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.
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
The Team
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey.
- A few culture highlights include – Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.
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