Customer Experience Escalation & Retention Specialist

Daybreak; Los Angeles (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Daybreak is seeking a Customer Experience Escalations & Retention Specialist to resolve high-stakes customer issues, manage escalations and cancellations, and uphold refund policies while keeping patients satisfied.

This role requires proactive problem-solving, strong communication, and collaboration with product development, sales and other teams to improve the overall patient experience.

Qualifications

• 3+ years of experience in escalations or customer service roles.
• Dedication to providing excellent customer service with experience resolving complex issues.
• Exceptional verbal and written communication skills.

Responsibilities

• Handle escalated issues, ensuring timely resolutions aligned with policies and customer expectations.
• Manage patient interactions to achieve high satisfaction, following up on cases as needed.
• Handle cancellation requests, uphold refund policy while maintaining satisfaction.
• Define, monitor and manage the customer resolution account within budget and parameters.
• Track and report KPIs such as satisfaction scores, resolution times, and compliance.
• Collaborate with product, sales and other departments to address recurring issues.

Skills

Communication skills

Cross-functional collaboration

Customer service

Education

Bachelor's degree preferred

Job description

Daybreak is seeking a Customer Experience Escalations & Retention Specialist to resolve high-stakes customer issues, manage escalations and cancellations, and uphold refund policies while keeping patients satisfied.

This role requires proactive problem-solving, strong communication, and collaboration with product development, sales and other teams to improve the overall patient experience.