Escalations Specialist

Neara; Los Angeles, Northern (CA, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Daybreak is seeking a Customer Experience Escalations & Retention Specialist to resolve high-stakes customer issues, manage escalations and cancellations, and ensure patient satisfaction. The role requires a proactive, solutions-oriented team member who maintains high standards of customer care while guiding escalation processes.

Responsibilities include handling escalations within policy, driving positive patient outcomes, tracking KPIs, and collaborating with product development and sales to

Qualifications

• 3+ years of experience in escalations and/or customer service roles.
• Dedicated to providing excellent customer service and handling sensitive situations.
• Excellent verbal and written communication skills.
• Ability to coordinate with product, sales, marketing and other teams.

Responsibilities

• Handle escalated issues and ensure timely resolutions per company policy.
• Manage patient interactions to maintain high satisfaction and follow up as needed.
• Process cancellation requests and uphold refund policies while preserving satisfaction.
• Define and monitor the customer resolution account within budget and limits.
• Track KPIs like customer satisfaction, resolution times and compliance.
• Collaborate with other departments to address recurring issues and improve CX.

Skills

Communication

Cross-functional collaboration

Salesforce proficiency

Education

Bachelor's degree

Tools

Salesforce

Job description

About Daybreak:

We help millions breathe easier at night, so they can sleep better and live healthier. Our custom fit sleep apnea dental device empowers patients to take control of their health by allowing doctor directed care to unfold completely at home. We are committed to making the path to better health as convenient as possible by guiding every step, from virtual doctor visits to insurance billing. With Daybreak, better sleep isn't just a dream. It's a reality. (thedaybreak.com).

About the Job:

The Customer Experience Escalations & Retention Specialist is responsible for resolving high-stakes issues with customers. They manage all escalation and cancellation requests and ensure patient resolution satisfaction. This role requires a proactive and solutions-oriented team member who can maintain high standards of customer care while effectively managing the escalation processes.

Key Responsibilities:

• Handle escalated issues, ensuring timely and effective resolutions that align with company policies and customer expectations.

• Manage patient interactions to achieve high levels of satisfaction, following up on cases as needed to ensure positive outcomes.

• Handle cancellation requests from patients, ensuring the refund policy is upheld while maintaining customer satisfaction.

• Define, monitor and manage the customer resolution account, ensuring that resolutions stay within the allotted parameters and budget.

• Track and report on key performance indicators (KPIs), including customer satisfaction scores, resolution times, and compliance with company standards.

• Collaborate with other departments, such as product development and sales, to address recurring issues and improve overall customer experience.

Performance Measurement and Evaluation:

• Escalation Resolution Time: Maintain an average resolution time within a set timeframe (e.g., 24-48 hours) for escalated cases.

• Retention Rate: Effectively manage cancellation requests and maintain a retention rate above 20%

• Resolution Allotment Compliance: Ensure the customer resolution account stays within the established resolution allotment (e.g., budget limits, maximum allowed cases per period).

• Quarterly Review Meetings: Performance evaluations will be conducted quarterly, with metrics such as resolution times and budget compliance playing a crucial role in overall assessment and compensation decisions.

Qualifications:

• 3+ years of experience in an escalations and/or customer service role, bachelor’s degree preferred

• Dedication to providing excellent customer service, with experience in resolving complex customer issues and managing sensitive situations

• Exceptional communication skills, both verbal and written

• Ability to communicate cross-functionally to fuel the feedback loop between customers and other departments (product, sales, marketing, etc.)

• Salesforce proficiency preferred