Escalation & Customer Experience Specialist II

Empower Your Home; 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 is seeking a Customer Experience Coordinator II in Clovis, CA. This role focuses on ownership of escalated customer issues, coordinating across departments to reach timely resolutions, and maintaining detailed documentation before involving a Customer Experience Manager.

The ideal candidate has 3+ years in customer service, strong judgment, and the ability to work independently while supporting team goals and process improvements. Competitive benefits offered.

Qualifications

• High School Degree required.
• 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.
• Able to work independently and as a member of a team.

Responsibilities

• Own escalated customer concerns transferred from Customer Experience Coordinator I team members.
• Investigate issues, coordinate with internal departments, and drive resolution through completion.
• Maintain ownership of escalated cases until the customer’s concern has been addressed and resolution is confirmed.
• Monitor open escalations to ensure timely progress and resolution within SLAs.
• Provide complete context and recommended next steps when escalating matters to leadership.
• Serve as a resource and role model for the team; coach and share knowledge.

Job description

Empower Home Services is seeking a Customer Experience Coordinator II in Clovis, CA. This role focuses on ownership of escalated customer issues, coordinating across departments to reach timely resolutions, and maintaining detailed documentation before involving a Customer Experience Manager.

The ideal candidate has 3+ years in customer service, strong judgment, and the ability to work independently while supporting team goals and process improvements. Competitive benefits offered.