Senior Escalated Care Specialist

As a Senior Escalated Care Specialist at Electronic Arts, you will be part of the Live Fan Care Delivery Escalations team, providing the highest tier care and expertise to fans and executive teams with complex needs. Your primary goal is to recover fan experiences and set a benchmark for outstanding service. Here are the details of your role: **Roles And Responsibilities:** - Prioritize and handle sensitive and complex executive escalations to resolution. - Assist high-profile and valued fans with their queries. - Establish SLAs and Priority Matrices. - Deliver exceptional communication and support to executives. - Utilize knowledge and critical thinking to address complex problems. - Collaborate with teams in Fan Growth and across EA for comprehensive issue resolution. - Contribute to the development of internal processes, documenting resolutions and best practices. - Provide proactive support to fans with unsatisfactory support experiences through various channels. If you are interested in this role, you should possess the following skills or experiences: - Minimum of 5 years overall experience in the Contact Center Business or at least 1 year experience within an Escalated Care Team. - Strong understanding of Live Fan care processes and workflows. - Experience in handling escalated issues to senior-level executives. - Experience collaborating with departments outside of Fan Care. - Exceptional written and verbal communication skills. - Team-oriented operating style. - Creative problem-solving abilities. - Detail-oriented, with strong organizational skills and the ability to handle multiple tasks simultaneously. - Flexibility and adaptability to change. At Electronic Arts, we pride ourselves on offering a wide range of games and experiences, with opportunities across the globe. We value qualities such as adaptability, resilience, creativity, and curiosity. Our benefits programs are holistic, focusing on physical, emotional, financial, career, and community wellness to support a balanced life. We provide tailored packages that may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. Our environments are nurturing, allowing our teams to always bring their best to their work.,