Customer Experience Escalation Specialist II

Socket.dev; Clovis (CA); On-site; USD 52,000 - 62,000; Full time

Benefits offered by this job

Health coverage

401K

Paid holidays

Sick leave

Job summary

Empower Home Services in California is seeking a Customer Experience Coordinator II to own escalated customer concerns and coordinate resolution across departments. You will manage escalation cases, ensure timely action, and document outcomes while maintaining customer satisfaction.

The role requires 3+ years in customer service, independent judgment, and the ability to handle multiple priorities. A focus on process improvements and teamwork is essential for success in this dynamic environment.

Qualifications

• 3+ years related experience in Customer Service.
• Ability to make sound, independent judgments.
• Capacity and desire to expand knowledge of software capabilities.
• Take initiative to plan, organize, and complete assignments independently.
• Initiate, maintain, and complete both short term and long-term projects simultaneously.
• Able to work independently and as a member of a team.
• Handle interruptions while meeting deadlines.
• Proactively seek ways to improve methodologies.

Responsibilities

• Own escalated customer concerns and drive resolution across departments.
• Monitor escalations and ensure timely progress within SLAs.
• Apply judgment to determine when manager involvement is needed.
• Support the team by modeling strong communication and de-escalation techniques.
• Identify recurring issues and surface insights for process improvements.

Skills

Customer Service

Independent Judgment

Teamwork

Communication

Prioritization

Education

High School Diploma

Tools

CRM software

Job description

Empower Home Services in California is seeking a Customer Experience Coordinator II to own escalated customer concerns and coordinate resolution across departments. You will manage escalation cases, ensure timely action, and document outcomes while maintaining customer satisfaction.

The role requires 3+ years in customer service, independent judgment, and the ability to handle multiple priorities. A focus on process improvements and teamwork is essential for success in this dynamic environment.