Escalation Specialist

Job Summary

Providing best-in-class customer care, the remote Escalation Specialist will manage escalated customer concerns through inbound and outbound calls and emails, focusing on enhancing customer satisfaction and retention.

Key responsibilities:

• Handle inbound phone support for escalated customers, effectively managing objections and providing knowledgeable product support
• Take ownership of the customer experience by identifying opportunities for improvement and facilitating efficient resolutions
• Document and track resolution action items, customer feedback, and communicate with accuracy and detail

Required qualifications:

• Minimum of 2 years of relevant experience in a fast-paced, growth-oriented environment
• Experience handling a high volume of escalated customers via phone and email
• Proficiency with web-based tools and technology such as Google Suite, Slack, and Asana
• Strong interpersonal skills with a positive mindset and professional approach
• Ability to type 50+ WPM and demonstrate adaptability in adopting new technologies