Escalation Lead: Cross-Team Resolution & Insights

ScanSource; Greenville (SC); Vor Ort; USD 60.000 - 75.000; Vollzeit

Benefits dieser Stelle

Health and dental coverage

Life insurance

401(k) with matching

128 hours PTO

Company holidays

Zusammenfassung

The Escalation Specialist at ScanSource reviews and validates escalations, coordinates resolution across partners, suppliers, and internal teams, and ensures timely communication with accurate documentation.

Responsibilities include issue tracking, status updates, prioritization by urgency, collaboration with SMEs and leadership, and driving continuous improvement through reporting and KPIs. This role is based in Greenville, SC and emphasizes accountability and partner satisfaction.

Qualifikationen

• 5+ years in customer service, account management, or equivalent
• 3+ years in telecommunications or equivalent
• CRM experience required; RPM experience preferred
• Ability to manage multiple priorities under pressure
• Strong written and verbal English communication
• Team player with cross-functional collaboration

Aufgaben

• Review incoming issues, confirm required details, and determine handling
• Coordinate resolution across partners, suppliers, and internal teams
• Provide clear, professional updates to partners and stakeholders
• Track escalations and maintain complete case records
• Facilitate coordination meetings as needed
• Prioritize open escalations based on urgency and impact
• Collaborate with SMEs, leadership, and support teams to remove barriers
• Escalate issues requiring higher-level involvement
• Close escalations with outcomes and partner satisfaction
• Contribute to reporting, KPI reviews, trend analysis, and process improvements
• Participate in team meetings and ongoing documentation reviews

Kenntnisse

Customer service

Account management

Telecommunications

CRM experience

Communication

Tools

CRM systems

Jobbeschreibung

The Escalation Specialist at ScanSource reviews and validates escalations, coordinates resolution across partners, suppliers, and internal teams, and ensures timely communication with accurate documentation.

Responsibilities include issue tracking, status updates, prioritization by urgency, collaboration with SMEs and leadership, and driving continuous improvement through reporting and KPIs. This role is based in Greenville, SC and emphasizes accountability and partner satisfaction.