Customer Service Escalation Specialist

Job Summary

A company is looking for a Customer Service Escalation Specialist to support the Employee Benefits Customer Service Team.

Key Responsibilities:

• Design and implement efficient customer service processes for complex inquiries and escalations
• Oversee the resolution of complex customer issues and collaborate with other departments for solutions
• Establish quality assurance standards and prepare performance reports for senior management

Required Qualifications:

• Proven experience in Customer Service/Relationship Management in Employee Benefits
• Familiarity with products such as Life/AD&D, Dental, Vision, and Disability
• Experience handling complex customer service scenarios while maintaining composure
• Ability to manage multiple issues simultaneously
• Experience supporting offshore/BPO relations is preferred