Escalation Specialist

Job Summary

To enhance customer satisfaction, the remote Escalation Specialist will manage and resolve escalated customer issues, serve as the single point of contact, and ensure a seamless experience through proactive communication and timely resolutions.

Key responsibilities

• Manage and resolve all escalated customer issues in line with company guidelines
• Collaborate with Subject Matter Experts to enforce processes and training based on escalation insights
• Provide accurate and timely resolutions to customer inquiries while maintaining regular communication on case status

Required qualifications

• High school diploma or equivalent; Bachelor's degree preferred
• 3+ years of relevant work experience, preferably in customer success or project management
• Strong proficiency with Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred
• Ability to work independently and manage multiple cases in a fast-paced environment
• Excellent organizational skills and meticulous attention to detail