Customer Service Escalations Specialist

Atterro; Plano (TX); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Paid Time Off + More!

Job summary

Staffmark Total Talent Solutions is seeking a Customer Service Escalations Specialist for a contract role in Plano, TX. This on-site position supports our largest B2B customers and partners with Sales, Field Operations, and Product Support to resolve urgent issues quickly.

You will manage escalations through MS SharePoint and related systems, track cases, communicate updates, and identify process improvements. Strong communication, problem-solving, and time management are essential.

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 and resolution coordination with cross-functional teams.
• Collaborate with BPO Agent Support, Field Operations, Product Support, and Sales to resolve complex issues.
• Track cases from intake to final resolution; time to resolve may vary from hours to weeks.
• Maintain ERP system records and document repair history and progress.
• Provide timely status updates to dealers, builders, distributors, and service providers.
• Document escalations in MS SharePoint and analyze trends to drive improvements.
• Generate management reports to optimize policies and processes.

Skills

Professional communication

Problem solving

Time management

Education

Bachelor’s degree preferred

Tools

ERP System

MS SharePoint

Job description

Staffmark Total Talent Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.

Schedule: Fully on-site, Monday – Friday | 8:00 AM to 5:00 PM (hours may vary)

Customer Service Escalations Specialist

Top Skills:

1. Professional communication
2. Problem solving
3. Time management

Summary:

The Escalation Specialist plays a crucial role in ensuring the satisfaction of B2B channel customers by efficiently handling the most critical & urgent requests. The ES works closely with Retail and Builder Partner Care Account Managers and across various departments to ensure prompt resolution in a time-sensitive environment. This role serves as the escalation point for 30 regional sales managers and 5 call center supervisors, supporting our largest repeat customers.

Responsibilities:

• Escalation Handling
• Collaborate with dedicated BPO Agent Support, Field Operations, Product Support, GPCA, Business Center, ENR, and Sales teams to resolve complex customer problems
• Track dozens of specific cases from the time they reach your attention through final resolution (time varies from hours to weeks depending on the case)
• ERP System Expert
• Past ERP experience desired, but more important is ability to ask questions, learn new tools, and seek answers that both quickly resolve current escalations and also prevent future escalations
• Work across tables and databases to track repair history, exchange progress, system errors and limitations, and discover solutions that fit our customers’ needs and our policy restrictions
• Daily and hourly track specific escalations through GCIC, GSPN, Npass, NERP, SCM, GRMS, and CUP to discover what went wrong and correct the issue
• Communication / Relationship mindset
• Maintain clear and professional communication with dealers, builders, distributors, service providers, and sales
• Treat the people you talk to as partners rather than tickets; become the reason B2B partners stay
• Behind every request is a person with a name, a job, a boss, and a deadline. When you treat them that way, everything changes — the tone of the call, how much they trust you, and how forgiving they are when something goes wrong
• Provide timely status updates, keeping everyone in the loop on progress made and roadblocks encountered
• Documentation / Quality Assurance
• Record all customer escalations via MS SharePoint – detailing issue reported, actions taken, failure modes, and final resolution
• Analyze trends in service escalations to recommend improved policy and process measures
• Generate reports for management review to continuously improve processes to enhance after-sale B2B service experience

Requirements:

• 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

Staffmark talent working with this client receives competitive compensation and a great benefits package!

Employee Benefits Include:

• Medical
• Dental
• Vision
• 401k
• Paid Time Off + More!