B2B Escalation Specialist - Customer Care Leader

Aditi Consulting; Plano (TX); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

HSA

Paid time off

Bereavement leave

401(k) match

Life insurance

Commuter benefits

Dependent care FSA

Discretionary bonus

Job summary

Aditi Consulting in Plano, TX is seeking an Escalation Specialist to ensure B2B customer satisfaction by efficiently handling critical requests and coordinating with Retail and Builder Partner Care Account Managers. <\/p>

You will serve as escalation point for regional sales managers and call center supervisors, collaborating across departments to resolve issues quickly and maintain strong partner relationships. <\/p>

Qualifications

• High school diploma or equivalent; Bachelor's preferred.
• Experience in customer service or warranty claims in appliances is a plus.
• Strong problem-solving and communication skills.

Responsibilities

• Collaborate with multiple teams to resolve complex customer problems.
• Track cases from initial attention to final resolution; time varies.
• Develop ERP-related expertise and learn new tools to prevent escalations.
• Maintain professional communication with dealers, builders, distributors, and service providers.
• Document escalations in MS SharePoint and generate improvement reports.

Skills

Customer service

Problem solving

Attention to detail

Communication

Team collaboration

Education

High school diploma

Bachelor's degree preferred

Tools

GCIC

GSPN

Npass

NERP

SCM

GRMS

CUP

SharePoint

Job description

Aditi Consulting in Plano, TX is seeking an Escalation Specialist to ensure B2B customer satisfaction by efficiently handling critical requests and coordinating with Retail and Builder Partner Care Account Managers. <\/p>

You will serve as escalation point for regional sales managers and call center supervisors, collaborating across departments to resolve issues quickly and maintain strong partner relationships. <\/p>