B2B Escalations Specialist: Expert Customer Care Leader

Staffmark Group; Plano (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Paid Time Off

Job summary

Staffmark Total Talent Solutions seeks a Customer Service Escalations Specialist for an on-site role in Plano, TX. You will be the escalation point for 30 regional sales managers and 5 call center supervisors, coordinating with Retail and Builder Partner Care to resolve urgent requests.

Ideal candidates have 1–3 years in retail customer service escalations, strong communication, and a proactive problem-solving mindset in a fast-paced environment.

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 across multiple teams to resolve complex customer issues.
• Collaborate with BPO Agent Support, Field Operations, Product Support, and Sales teams to resolve problems.
• Track dozens of cases from intake to final resolution (hours to weeks).
• ERP System Expert with ability to learn new tools and apply solutions.
• Document escalation history in MS SharePoint with issue, actions, and final resolution.
• Analyze trends to improve policy and processes and generate management reports.

Skills

Professional communication

Problem solving

Time management

Education

Bachelor's degree

Tools

MS SharePoint

ERP System

Job description

Staffmark Total Talent Solutions seeks a Customer Service Escalations Specialist for an on-site role in Plano, TX. You will be the escalation point for 30 regional sales managers and 5 call center supervisors, coordinating with Retail and Builder Partner Care to resolve urgent requests.

Ideal candidates have 1–3 years in retail customer service escalations, strong communication, and a proactive problem-solving mindset in a fast-paced environment.