The Partner Relations Team is to act as the advocacy group within Hostopia for our Partners. The focus of this position is to ensure partner escalations and expectations are achieved and exceeded through strong communication, reporting, problem solving and proactive account management.
?- Handle difficult/irate escalations or calls transferred from the partner or other members of the Customer Care department.
?- Identify and manage trends in order to proactively minimize potential escalations.
?- Provide support for agents as a point of reference for any questions or escalations an agent might have when a Team Leader is unavailable.
?- Schedule and conduct regular meetings and conference calls with partners in order to ensure their needs are being addressed and discuss challenges they are experiencing while at the same time building effective relationships.
?- Perform reporting tasks for select Partners for monthly, weekly or daily intervals to ensure partner reporting requirements are fulfilled.
?- Position may include other duties as determined by the company.
- High School diploma (or equivalent)
- Two or more years of customer service or call center experience
- Strong technical skills
?- Excellent skills de-escalating situations
- Good reporting skills
- Excellent troubleshooting/problem solving skills