Account Escalations Specialist IV

Service Experts LLC; Richardson, Northern (TX, KY); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive Pay

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Career Training

Job summary

Service Experts is seeking an Account Coordinator IV in Richardson, TX. The role handles escalated customer issues for the Advantage program and coordinates between Marketing, Legal and Field Leadership to preserve customer relationships.

You will investigate, track, and resolve complaints to SLAs, de-escalate irate customers, manage asset transfers and buyouts, and communicate with leadership and teams nationwide to improve outcomes.

Qualifications

• High school diploma with at least 5 years of customer service or complaint resolution experience.
• Ability to de-escalate and persuade to reach a mutual resolution.
• Strong organization and attention to detail.
• Excellent follow-through and ability to handle multiple priorities.
• Proficient in CRM systems, Word and Outlook.

Responsibilities

• Investigate and resolve escalations from BBB, Legal and regulatory bodies.
• Serve as primary back-up to team leader for escalations.
• Act as a point of contact for customer care and other departments for guidance on mitigating escalations.
• Receive, investigate and manage complaints to completion within defined service levels.
• Protect the integrity of the Service Experts brand and the Advantage program.
• Track escalations across multiple internal systems.
• Coordinate asset transfers and customer information updates.
• Facilitate buyout requests with leadership approval and customer consent.
• Use retention strategies to reduce early terminations.
• Process payments and refunds per standard protocol.
• Update leadership on trends and opportunities.

Skills

Customer service

De-escalation

Organization

Communication

Teamwork

CRM systems

Microsoft Word

Outlook

Education

High School Diploma

Tools

CRM systems

Microsoft Word

Outlook

Job description

Service Experts is seeking an Account Coordinator IV in Richardson, TX. The role handles escalated customer issues for the Advantage program and coordinates between Marketing, Legal and Field Leadership to preserve customer relationships.

You will investigate, track, and resolve complaints to SLAs, de-escalate irate customers, manage asset transfers and buyouts, and communicate with leadership and teams nationwide to improve outcomes.