B2B Escalations Specialist | ERP Resolver

Atterro; Plano (TX); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Paid Time Off + More!

Job summary

Staffmark Total Talent Solutions is seeking a Customer Service Escalations Specialist for a contract role in Plano, TX. This on-site position supports our largest B2B customers and partners with Sales, Field Operations, and Product Support to resolve urgent issues quickly.

You will manage escalations through MS SharePoint and related systems, track cases, communicate updates, and identify process improvements. Strong communication, problem-solving, and time management are essential.

Qualifications

• Bachelor’s degree preferred.
• 1-3 years of experience in retail customer service escalations.
• Previous experience in customer service or warranty claims within the appliance industry.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with appliance repair components and functionality is a plus.

Responsibilities

• Escalation Handling and resolution coordination with cross-functional teams.
• Collaborate with BPO Agent Support, Field Operations, Product Support, and Sales to resolve complex issues.
• Track cases from intake to final resolution; time to resolve may vary from hours to weeks.
• Maintain ERP system records and document repair history and progress.
• Provide timely status updates to dealers, builders, distributors, and service providers.
• Document escalations in MS SharePoint and analyze trends to drive improvements.
• Generate management reports to optimize policies and processes.

Skills

Professional communication

Problem solving

Time management

Education

Bachelor’s degree preferred

Tools

ERP System

MS SharePoint

Job description

Staffmark Total Talent Solutions is seeking a Customer Service Escalations Specialist for a contract role in Plano, TX. This on-site position supports our largest B2B customers and partners with Sales, Field Operations, and Product Support to resolve urgent issues quickly.

You will manage escalations through MS SharePoint and related systems, track cases, communicate updates, and identify process improvements. Strong communication, problem-solving, and time management are essential.