Escalation Specialist

Avacend; Plano (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Avacend is seeking an Escalation Specialist to manage complex B2B customer issues, coordinating with account managers, call centers, sales, and product support. You will prioritize urgent cases, research using ERP systems, and maintain professional communication with dealers and partners.

You will document escalations in SharePoint, analyze trends, and suggest process improvements to enhance after-sales service.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.
• Previous experience in customer service or warranty claims, preferably within the appliance industry.
• Strong problem-solving and analytical skills.
• Excellent attention to detail.
• Strong verbal and written communication skills.

Responsibilities

• Collaborate with BPO support, Field Operations, Product Support, Business Operations, and Sales teams to resolve complex customer issues.
• Track multiple cases from initial escalation through final resolution, which may range from several hours to multiple weeks.
• Investigate issues, identify root causes, and coordinate appropriate resolutions.
• Prioritize urgent cases and ensure timely follow-up.
• Utilize ERP systems, databases, and internal tools to research and resolve escalated cases.
• Review repair history, exchange progress, system errors, limitations, and related customer information.
• Learn new systems and tools quickly and proactively identify solutions.
• Track escalations through multiple databases and business systems to identify issues and determine corrective actions.
• Maintain clear, professional communication with dealers, builders, distributors, service providers, and sales teams.
• Build strong relationships with B2B partners and treat customer requests as business-critical issues rather than individual tickets.
• Provide timely status updates and communicate progress, delays, and roadblocks.
• Work effectively with internal and external stakeholders to drive issues to resolution.
• Document customer escalations using Microsoft SharePoint, including reported issues, actions taken, failure modes, and final resolutions.
• Analyze escalation trends and identify opportunities to improve policies and processes.
• Prepare reports for management review.
• Recommend improvements to enhance the overall B2B after-sales service experience.

Skills

Customer service

Warranty claims

Problem solving

Analytical skills

Communication

Time management

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

ERP systems

SharePoint

Databases

Job description

The Escalation Specialist plays a critical role in ensuring B2B customer satisfaction by efficiently handling complex, critical, and time-sensitive customer requests.

The role works closely with account managers, call center teams, sales, field operations, product support, and other internal departments to ensure prompt resolution of escalated issues. The specialist serves as an escalation point for regional sales teams and call center leadership, supporting key repeat customers.

Key Responsibilities

1. Escalation Handling

• Collaborate with BPO support, Field Operations, Product Support, Business Operations, and Sales teams to resolve complex customer issues.


• Track multiple cases from initial escalation through final resolution, which may range from several hours to multiple weeks.


• Investigate issues, identify root causes, and coordinate appropriate resolutions.


• Prioritize urgent cases and ensure timely follow-up.

2. ERP / System Support

• Utilize ERP systems, databases, and internal tools to research and resolve escalated cases.


• Review repair history, exchange progress, system errors, limitations, and related customer information.


• Learn new systems and tools quickly and proactively identify solutions.


• Track escalations through multiple databases and business systems to identify issues and determine corrective actions.

3. Communication & Relationship Management

• Maintain clear, professional communication with dealers, builders, distributors, service providers, and sales teams.


• Build strong relationships with B2B partners and treat customer requests as business-critical issues rather than individual tickets.


• Provide timely status updates and communicate progress, delays, and roadblocks.


• Work effectively with internal and external stakeholders to drive issues to resolution.

4. Documentation & Quality Assurance

• Document customer escalations using Microsoft SharePoint, including reported issues, actions taken, failure modes, and final resolutions.


• Analyze escalation trends and identify opportunities to improve policies and processes.


• Prepare reports for management review.


• Recommend improvements to enhance the overall B2B after-sales service experience.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.


• Previous experience in customer service or warranty claims, preferably within the appliance industry.


• Strong problem-solving and analytical skills.


• Excellent attention to detail.


• Strong verbal and written communication skills.


• Excellent interpersonal and relationship-management skills.


• Ability to work collaboratively in a fast-paced, time-sensitive environment.


• Ability to manage multiple escalations and priorities simultaneously.


• Familiarity with appliance repair components and functionality is a plus.


• Experience with ERP systems, databases, SharePoint, or similar business applications is preferred.