Senior Escalations Specialist

Job Summary

To provide exceptional customer service, the full-time Senior Escalations Specialist will manage and resolve escalated customer issues remotely, ensuring effective communication and relationship-building with stakeholders while delivering timely resolutions and maintaining customer satisfaction.

Key responsibilities

• Manage and resolve escalated customer issues, serving as the single point of contact for customers
• Document all relevant customer interactions and insights in accordance with standard processes
• Schedule site visit appointments and ensure follow-up to maintain a seamless customer experience

Required qualifications

• 5+ years of relevant work experience in customer success, project management, or coordination
• Strong knowledge of escalations and prevention processes and procedures
• High school diploma or equivalent education; Bachelor's degree preferred
• Proficiency in Google Suite, Excel, PowerPoint, and preferably Salesforce
• History of receiving positive feedback from customers and working collaboratively in teams