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Facebook Customer Service Specialist in Seattle, Washington

Summary:

As a Customer Service Specialist at Facebook AR/VR, you will apply a laser focus on identifying and solving the toughest customer facing issues, document the important findings, and create processes to quickly mitigate them going forward. While serving as a primary escalation between remote contact center agents and internal product, platform and support teams, you will use collective team resources, critical thinking and a plethora of tools to investigate and identify solutions which will delight our customers and turn the toughest, disgruntled customers into AR/VR product advocates. This is a fast-paced environment requiring calm under pressure, a readiness to tackle adversity, and display superior judgement. Your mission will be to drive confidence for agents, surface new and urgent issues to appropriate teams, and provide timely and accurate resolutions to the toughest customer facing issues alongside the rest of the Tier 3 team. Your ultimate goal is to provide guidance and solutions to achieve complete customer satisfaction.

Required Skills:

  1. Investigate, troubleshoot, provide guidance or respond directly to escalated support requests on any Facebook AR/VR product via email, chat, or phone

  2. De-escalate disgruntled customers through communication soft skills, active listening, attention to detail and empathy

  3. Identify and raise awareness for emerging high-level issues to appropriate business teams and provide updates, request customer facing alerts and update agents until final resolution

  4. Cascade messaging to contact center agents for sensitive issues from legal and communication teams in an accurate and timely manner

  5. Each fourth week be available 24/7 as Customer Support on call for a 1-week rotation

  6. Draft and maintain agent-facing knowledge base articles for handling process, troubleshooting steps, and promotions

  7. Develop and deliver training and associated knowledge base content to contact center agents

  8. Collaborate and drive collaboration with business teams by investigating customer details and/or circumstances to solve or mitigate new issues

  9. Outreach to customers regarding sensitive issues identified by business teams

  10. Lead and contribute in support related meetings with contact center agents

  11. Learn and flawlessly execute handling of sensitive (legal, payment, risk, safety) support requests

  12. Evaluate and calibrate with contact center agents quality and dissatisfaction drivers

  13. Travel 15%

Minimum Qualifications:

  1. 5+ years experience in customer-facing communications, community management, or customer service

  2. 2+ years experience as a tier 2 team lead in customer-facing communications, community management, or customer service

Preferred Qualifications:

  1. Experience providing technical support for Windows OS hardware and drivers

  2. Experience providing support for a platform as a service such as an app store, console store, or other form of digital content distribution

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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