Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
*** Unable to provide sponsorship at this time. Only considering persons eligible to work in the United States.
Position Title: Response Specialist
Supervisor’s Title: Team Lead
Exemption Status: Non-exempt
Positions Supervised: None
Location: Charlotte, NC and other domestic and international locations as needed
BACKGROUND:
Global Support and Development (GSD) is a humanitarian organization whose mission is to work with regional, national, and local communities across the Caribbean, Central America and South Pacific for resilience to crisis through rapid response, disaster preparedness, and climate adaptation.
GSD began as an impromptu response to Cyclone Pam in Vanuatu in 2015. Since our founding, we have worked with a number of regional, national and local communities and supported various international and United States domestic disaster response and preparedness efforts. Our first response defined the core of GSD’s DNA as an organization – to work with communities – led by their needs, filling the gaps they have identified, while leveraging unique approaches and capabilities with an innovation mindset. By integrating our team’s diverse skill sets and resources into local responses, we provide rapid response assistance to affected communities in coordination with regional, national, and local community partners. We work to support and strengthen local capacity through disaster preparedness initiatives, including innovation and climate adaptation, to reduce the impact disasters and the climate crisis have on communities.
PURPOSE OF POSITION:
The Response Specialist supports the GSD disaster response and capacity-strengthening teams, working closely with local partners in supporting communities. The Response Specialist participates in data collection, contextual analysis, and working groups to advance GSD’s strategic initiatives across the organization. Though this position provides key support to disaster response activities, the Response Specialist should expect to spend most of their time engaged in outreach, capacity-strengthening, and preparatory efforts.
Specialty skill areas of this position include but are not limited to, rapid needs assessment, emergency management, using uncrewed aerial systems (UAS), debris clearance, team security and safety, internal team rescue, and other tools or technologies that may be relevant to GSD missions.
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This job description is a summary rather than a detailed list of the duties performed. The essential functions, knowledge, skills, and working conditions may change along with business needs. This job description does not constitute a contract between employer and employee as employment is at will. Global Support and Development provides reasonable accommodations to assist qualified individuals in order to perform the essential functions their job requires.
GSD is an Equal Opportunity Employer, and embraces all candidates regardless of race, color, sex (including pregnancy), nation of origin, ethnicity, religion, disability, marital status, sexual orientation, age, gender identity or expression, genetic information, military/veteran status or any other basis prohibited by law. GSD promotes diversity, equity, and inclusion in all candidate selections
GSD promotes diversity, equity, and inclusion in all candidate selections.