Customer Escalations Lead: Decisive, Impactful Support

Connexus Resource Group; United States; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

401k Savings Plan

Career development

Paid Time Off

DailyPay

Casual environment

Job summary

Connexus Resource Group is seeking a Customer Service Escalations Agent in the United States. You will support customers through escalated calls and complex interactions, making professional, solution-oriented decisions while collaborating with leadership and the client to improve the overall experience.

Ideal candidates have strong CS skills, experience with escalations, and a detail-oriented approach. The role offers a fast-paced environment, with a focus on de-escalation, accurate

Qualifications

• Extensive experience in customer service with focus on escalated cases.
• Strong decision-making and judgment when standard processes are insufficient.
• Excellent communication and problem-solving skills to resolve complex issues.

Responsibilities

• Handle escalated customer interactions and work toward resolutions.
• Make final decisions on cases beyond back-office scope.
• Review situations for appropriate refunds or appeasements up to 20% or more.
• Assist with executive escalations and high-priority concerns.
• Document interactions and outcomes accurately across systems.

Skills

Customer service

Escalations handling

De-escalation

Decision making

Communication

Tools

CRM systems

Ticketing tools

Job description

Connexus Resource Group is seeking a Customer Service Escalations Agent in the United States. You will support customers through escalated calls and complex interactions, making professional, solution-oriented decisions while collaborating with leadership and the client to improve the overall experience.

Ideal candidates have strong CS skills, experience with escalations, and a detail-oriented approach. The role offers a fast-paced environment, with a focus on de-escalation, accurate