Escalations Lead: Customer Experience & Resolution Champion

Bassett-Services; Indianapolis (IN); On-site; USD 76,000 - 86,000; Full time

Job summary

Bassett-Services is seeking an Escalations Lead to own the end-to-end escalation process within our multi-brand home services call center supporting HVAC, plumbing, electrical, and drain services.

You will be the single point of accountability for escalated customer issues sourced from Medallia, Google reviews, internal reports, and frontline escalations, coordinating resolution from start to finish while guiding CSRs and managers in real time.

Qualifications

• 3+ years in customer service or escalation management.
• Experience in home services or field service preferred.
• Strong written/verbal communication and conflict resolution.
• Ability to manage multiple escalations and stakeholders.

Responsibilities

• Own end-to-end escalation process across multi-brand call center.
• Be primary owner for coordinating resolution of complex issues.
• Provide real-time guidance to CSRs and supervisors.
• Log escalations and maintain tracking systems.
• Deliver weekly escalation reports.
• Identify trends and drive process improvements.

Skills

Escalations

Customer service

Call center

Data analysis

Communication

Problem solving

Tools

Medallia

Salesforce

CRM

Job description

Bassett-Services is seeking an Escalations Lead to own the end-to-end escalation process within our multi-brand home services call center supporting HVAC, plumbing, electrical, and drain services.

You will be the single point of accountability for escalated customer issues sourced from Medallia, Google reviews, internal reports, and frontline escalations, coordinating resolution from start to finish while guiding CSRs and managers in real time.