B2B Escalation Specialist - Strategic Customer Care

WCL Group; Plano (TX); On-site; USD 56,000 - 76,000; Full time

Job summary

WCL Group in Plano, TX is seeking an Escalation Specialist to ensure satisfaction for B2B channel customers. You will work on complex escalations, coordinate with field ops, product support, and sales teams, and document cases in SharePoint for trend analysis and process improvement.

The role requires a high school diploma or equivalent, with a preference for a Bachelor's degree and background in appliance warranty claims.

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Experience in customer service or warranty claims in the appliance industry.
• Strong problem-solving, attention to detail, and excellent communication.

Responsibilities

• Collaborate with multiple teams to resolve complex customer escalations.
• Track active cases from escalation to final resolution.
• Work across ERP tables and databases to track repair history and progress.
• Provide timely status updates to dealers, builders, distributors, and service providers.
• Document escalations in MS SharePoint with issues, actions, and resolutions.
• Analyze trends to improve policy and process measures.
• Generate reports for management review to support continuous improvement.

Skills

Customer service

Warranty claims

Problem-solving

Communication

Interpersonal skills

Team collaboration

Education

High school diploma

Bachelor’s degree preferred

Job description

WCL Group in Plano, TX is seeking an Escalation Specialist to ensure satisfaction for B2B channel customers. You will work on complex escalations, coordinate with field ops, product support, and sales teams, and document cases in SharePoint for trend analysis and process improvement.

The role requires a high school diploma or equivalent, with a preference for a Bachelor's degree and background in appliance warranty claims.