resolution advisor, Partner and Customer Service (Remote - U.S.)

NOW BREWING! - resolution advisor! #tobeapartner

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.

As a resolution advisor, you will be part of a team and responsible for customer care escalations on behalf of our executive leaders, social media accounts, and consult our retail leaders on next steps to resolve the customer's concern. If you love helping customers and turning difficult situations into delightful outcomes, this role is for you!

As a resolution advisor, you will...

• Provide end-to-end investigation to resolve the highest level of customer care issues pertaining to experiences with our brands, including but not limited to: claims of discrimination & harassment, personal injury or property damage (crisis management), while working to mitigate issues progressing to Risk or Legal

• Work cross-functionally with our stakeholders, including but not limited to: Public Affairs, Risk, Legal, Ethics & Compliance, Campaign Managers, Retail and executive leaders to ensure alignment on processes and communication to customers 

• Create talking points on escalated customer issues for our owned @StarbucksCare handle and other Starbucks-verified social media channels as well as for retail leadership

• Assist in vendor (contact center) coaching and guidance on behalf of all customer-facing Starbucks brands

• Analyze emerging issues and recommend solutions to improve the customer experience and reduce future escalations

• Advise and participate on project teams and task forces purposed with creating and/or testing new processes, programs and technologies to ensure continuous improvement and operational success

• Participation in on-call (after hours, weekends, holidays) rotation with team members for urgent issues.

We'd love to hear from people with:

• 3-5 years of retail operations or customer care experience equivalent

• 1-2 years leadership experience in retail or office environment or data analysis experience

Preferred Qualifications

• Bachelor's degree in communications, business management or finance preferred

• 1-2 years of customer care complaint/escalation resolution experience for a major retail brand

• Exceptional written and oral communication skills(customer and executive level)

• Passionate about customer care with a deep understanding of the retail customer journey and ecosystem

• Knowledgeable about Starbucks culture, products, and voice of the brand

• Excels in working in a fast-paced professional and changing environment

• Agile Methodologies and data analysis for continuous improvement

• Experience with Microsoft Teams, MS Outlook, Smartsheet and ServiceNow a plus

As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor's degree through Arizona State University's online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to ~~~ (file:///C:/Users/rofunk/AppData/Local/Microsoft/Windows/INetCache/Content.Outlook/EHRXPAYM/~~~) .

*If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

For candidates applying in the Seattle area, we offer a flexible workplace that allows for hybrid work. Employees can work remotely up to two days per week. Standard work hours are Monday thru Friday 7am to 4pm pacific, additional hours may vary depending on workload.

Join us and inspire with every cup. Apply today!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, physical or mental disability, sexual orientation, marital status, military or veteran status, gender identity and expression, genetic information, or any other factor protected by law.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at ~~~ .