Customer Service Escalations Agent

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

Customer Service Escalations AgentWe are in the “People Business”. What does that mean? It means we are constantly on the hunt for more of the best and brightest personalities to join our dynamic team. We think when it comes to customer service our agents should radiate our outgoing, friendly can-do attitudes. For the right person, that smile in their voice comes naturally.Sound like you? We want to speak with you!About the RoleAs a Customer Service Escalations Agent, you will support customers through escalated calls and complex customer interactions while providing professional, solution-oriented assistance. This role is ideal for an experienced customer service professional who is confident making decisions, comfortable handling challenging situations, and highly attentive to detail.In this role, you will take ownership of customer escalations that require additional review or decision-making beyond the standard customer service process. You will evaluate individual situations, determine appropriate resolutions, assist with executive escalations, and work closely with leadership, Quality Assurance, Training, and the client to identify opportunities to improve the overall customer experience.What You’ll DoHandle escalated customer interactions and work toward appropriate resolutionsMake final decisions on cases that cannot be resolved by the back-office teamReview customer situations and determine appropriate courtesy refundsMake decisions regarding customer appeasements exceeding 20% offAssist with Executive Escalations and other high-priority customer concernsIdentify important details within customer cases and use sound judgment to determine the appropriate resolutionUse strong de-escalation and customer service skills to resolve challenging customer situationsCommunicate with Team Leads, Trainers, and Quality Assurance to identify trends and opportunities related to customer de-escalationPartner with leadership to address customer service concerns and improve team performanceMeet with the Manager and Client on a weekly basisAccurately document customer interactions, decisions, and case informationNavigate multiple systems efficiently while researching and resolving customer concernsMaintain professionalism and sound judgment when working with customers, leadership, internal teams, and client representativesWhat We’re Looking ForVery strong customer service skillsPrevious customer service experience requiredCall center experience preferredExperience handling escalated customer interactions preferredStrong communication and interpersonal skillsExcellent problem-solving and decision-making abilitiesHighly detail-oriented with the ability to identify small but important detailsHigh computer proficiency and the ability to efficiently navigate multiple systemsConfident making decisions and exercising independent judgmentStrong de-escalation and conflict-resolution skillsProfessional and confident when communicating with customers, leadership, and client representativesExcellent grammar, punctuation, and spelling skillsBasic computer proficiency including navigation, copy/paste, opening tabs, and typing 30+ WPMReliable attendance and professionalismAbility to adapt in a fast-paced, performance-driven environmentWhat We Offer:Health, Dental, Vision Insurance: Comprehensive plans to keep you and your family healthy.401k Savings Plan: Secure your financial future with our competitive savings plan.Employee Advancement & Career Path Development: We believe in promoting from within—your growth is our priority!Monthly Drawings: Win exciting prizes like gift cards and electronics!Paid Time Off: Earn paid time off from day one—because you deserve a break!Casual Environment: Enjoy a relaxed work atmosphere where you can be yourself.DailyPay Partner: Access your earnings daily—because life doesn’t wait!We are searching for confident, self-starters who bring strong customer service skills, sound judgment, and attention to detail to every interaction. This position goes beyond traditional customer service by giving you the opportunity to take ownership of escalated situations, make important decisions, work directly with leadership and the client, and help improve the overall customer experience.#MXCXHiring Process Notification: Beware of fraudulent job postings and communications from individuals or entities falsely claiming to represent our company. These scams may include fake offer letters, onboarding documents, or “equipment provision” agreements that request payment, ask you to deposit a check, or instruct you to purchase equipment. These communications are not from Connexus Resource GroupThroughout our hiring process, we will never conduct interviews via Skype, Discord, or WeChat. Connexus Resource Group will never ask applicants or employees to send money, deposit checks, or credit card access as part of the hiring process. Any communication requesting that you deposit a check, pay to ship equipment, or receive funds to purchase equipment is fraudulent and should not be acted upon. To help protect yourself, please use caution during your job search.To contact our recruiting department directly or to report suspicious activity please call 801-692-7872 or email us at [e-mail] of Equal Opportunity and Accommodation for Applicants with DisabilitiesConnexus Resource Group is committed to providing equal employment opportunities to all qualified individuals, including individuals with disabilities. If you require a reasonable accommodation to complete this application or to participate in any part of the application or hiring process, please contact our Human Resources department at [e-mail]. Requests for accommodation will be considered on a case-by-case basis in accordance with applicable federal, state, and local laws, including the Americans with Disabilities Act (ADA). Providing this information is voluntary and will be kept confidential as required by law.