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 handling complex inquiries and escalations
• Oversee resolution of complex customer issues, ensuring timely responses aligned with company policies
• Establish quality assurance standards and prepare reports on team performance and customer feedback

Required Qualifications

• Proven experience in Customer Service/Relationship Management in Employee Benefits, specifically with Life/AD&D, Dental, Vision, and Disability products
• Experience managing complex customer service teams and handling multiple issues simultaneously
• Ability to support offshore/BPO relations
• Demonstrated capability to make informed decisions in high-pressure situations
• Ability to adapt to a fast-paced work environment and manage changing priorities